Bringing the Front Line Front and Centre

Which would you consider to be more stressful as a front-line employee: a customer yelling at you, or the inability to have your voice heard inside your organization?

Surprisingly, underestimating front-line workers can actually be a greater contributor to job dissatisfaction than dealing with disgruntled customers. Traditionally, front-line employees are trained to put the customer first–not their own feelings or knowledge. Even though these employees have experiences and insight into ground-level interactions, their opinions haven’t been seen as valuable within the organization. And yet, according to research findings, a direct relationship exists–happy employees make for happy customers, and vice versa.