Comments on: Why Blaming Your Frontline Will Never Lead to Service Quality https://www.customerservicemanager.com/why-blaming-your-frontline-will-never-lead-to-service-quality/ The Magazine for Customer Service Managers & Professionals Mon, 17 Apr 2017 21:03:21 +0000 hourly 1 By: Mbinkar https://www.customerservicemanager.com/why-blaming-your-frontline-will-never-lead-to-service-quality/#comment-10255 Mon, 17 Apr 2017 21:03:21 +0000 http://www.customerservicemanager.com/?p=10588#comment-10255 In reply to Nupur.

Great article, management of companies need to understand this. Pressure is wrongly put on frontline staff thinking they are the magic to improve the customers experience.

]]> By: Nupur https://www.customerservicemanager.com/why-blaming-your-frontline-will-never-lead-to-service-quality/#comment-9784 Wed, 15 Mar 2017 09:26:10 +0000 http://www.customerservicemanager.com/?p=10588#comment-9784 Great article. Love the phrase points of pain- so much more relevant to customers than moments of truth 🙂

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