Solutions to Poor Customer Service at the Front Desk


Front desk acts as the first contact point for the customer, whichleaves a lasting impression of the company. Hence, employees workingat the front desk must be accountable for impressing customers.Ineffective customer service is a major setback for any businessbecause it drives away clients. Customer service is integral toensuring that customers are treated well, and employees know how tohandle their responsibilities. In addition, is ensuring that thefront desk is organized. The paper discusses how setting andcommunicating clear standards and customer service training are twopossible solutions to improving poor customer service at the frontdesk.

Possible Solutions

Customer service training

It regards to instructing workers on the knowhow, skills andabilities needed in enhancing customer satisfaction. Proper customerservice is fundamental to all businesses (Buttle, 2004). It resultsin an immediate effect on customer’s loyalty influencing whereclients opt to use their money. The more quality customer careavailed, the greater the customer gratification. Customer servicetraining is important especially for front desk personnel because itinstills in them the traits they should posses in their job role.Employees are initially informed of their crucial role within thecompany. As the first contact point for customers, front deskpersonnel must realize how they affect attitudes shaped by clientsabout the company. Training employees also results in guaranteeingthat they are the most suitable for the position (Buttle, 2004). Thisis because training develops the skills required to work in theposition. The solution addresses the service issue by altering howemployees respond to customer needs. Training empowers front deskpersonnel with advent and appropriate methods of handling clients.For instance, training may include how to welcome guests, how torefer to guests and responding to their needs among other issues.

Setting and communicating clear standards

Standards must be set in reference to quality, precision, conduct,appearance and proper customer service. Front desk personnel must beaware of what the company expects from them. The company mustguarantee that services are constantly good, in all areas, on a dailybasis and by every employee (Ismail, 2001). Personnel are governed bywork ethics established by the company. The ethics involve clearstandards on the company expectations from the workers. Setting andcommunicating clear standards tackles the service issue by enablingthe company manage employee performance. To start the procedure, thecompany and its personnel team up on the advancement of performancestandards. This results in the creation of a performance plan toguide personnel endeavors towards attaining particular outcomes, inthis case good customer service, to back company growth and worker’sprofessional development. Company goals and objectives must be clear,acting as a basis to guarantee workers attain expected results.

Solutions Impact on Business, Employees and Customer

Customer training service affects business through enhancingperformance and profit. Through training, it is possible for thecompany to select advent skills for personnel, targeting skills thatmeet business operational needs. Investing in training enhances thefinancial standing of a company (Evenson, 2011). Poor performancefrequently arises when workers are unaware of expectations. Trainingsolves performance issues via in-depth explanation of the job. Thisminimizes the possibility that front desk personnel will beinconsiderate towards customers. This is because through trainingthey understand that by working as front desk staff, it is amandatory expectation to demonstrate concern towards guest needs. Asa result, more guests appreciate the efforts and proper treatmentthey get and could become return customers, or even recommend morepeople to the company.

Training is crucial in enhancing personnel commitment. Employeesacquire the needed skills for the job, which enhances their businesscontribution while at the same time enhancing self-regard (Evenson,2011). Following training, employees are up skilled in new manners ofexecuting their roles, which motivates them. Since the training is aninitiative of the company, workers feel that they are valued. Thus,they work towards ensuring that they reciprocate the good measuresundertaken by the company through acting as trained.

The objective of customer service training is to ensure thatcustomers are treated well. Training influences the required skillsin employees. As a result, front desk personnel are more aware of howto respond to customer needs. They in turn treat customers well,communicate well and respond to needs in timely and effectivemanners. Improved customer service attracts more customers to thecompany. Customers feel content with the services they receive. Theyalso feel appreciated by the company and become return customers forthe company.

Setting and communicating clear standards improves businessperformance. Standards work as company objectives, which must beadhered to by all personnel. When the standards are clear andproperly communicated, it means that every business stakeholdercomprehends their role (Quirke, 2008). Communication is veryimportant in every business leading to productive interpersonalrelations amid management and employees, as well as triumphantcustomer service resolution. Concerning employees, clear standardsensure that they are aware of their expectations (Quirke, 2008).Thus, they must work towards ensuring they meet the expectations. Forinstance, a company objective could be meeting customer demands,which relates to proper customer service. As a front desk employee,one is informed of the mandatory need to meet customer demands. Theimpact on customers is that they get better services. As workersimprove their conduct, the same is translated in handling customers.Personnel work towards satisfying customer needs as is clearlycommunicated in company standards set. Thus, customers feel gratifiedand the need to pay for services in the company.

Selecting Customer Service Training

Customer service training is a better alternative to setting andcommunicating clear standards. Setting and communicating apparentstandards, though effective is not compelling. This is becausedespite personnel being aware of the company expectations, they maynot feel the pressure to meet these expectations. This is principallythe scenario in businesses where management is not strict onfollowing up with how workers act. The strategy is also a kind oftop-down management approach where employees may feel that managementis imposing rules on them. Employees are more likely to reject rulesthey feel are imposed. Contrary, training is an inclusive initiativewhere both management and personnel take part in the training (Cook,2008). Training instills the skills of how to serve customers makingpersonnel effective. Training does not impose rules on what to do,but guides the workers. Through training, businesses realize that itis an investment not just to equip personnel with appropriate skills,rather enhances job satisfaction. Workers that are satisfied withtheir work are more productive and customer friendly.


To implement customer service training, the initial step involvesdetermining the customer’s needs (Evenson, 2011). To applysuccessful training with personnel, management must first becomeaware of customer expectations from staff. Such feedback may beattained through providing every client with a comment card, creatinga feedback section in the company’s website or seeking responsefrom customer’s concerning their experiences during visits to thecompany. Another strategy could be hiring a survey firm, whichcarries out customer gratification surveys. The next step is toassess every worker’s skills (Evenson, 2011). It is possiblethrough observing how a worker associates with clients and the levelof service they provide. Studying personnel helps in determiningthose that have appropriate skills for a specific customer servicerequirement. Third is to design and execute a training technique. Thetraining design must consider current skill levels of workers andmust be customized in meeting personal employee wants (Evenson,2011). Last is to re-assess the personnel’s customer servicerelationship consistently. This is to ensure that every workercomplies with the customer service set of rules.


Good customer service is integral to business success. Front deskpersonnel must have proper customer service skills to ensure thatcustomer satisfaction is attained. Customer service training is apossible solution to poor customer service. This is because it equipsemployees with the skills needed in dealing with customers.


Buttle, F. (2004). Customer Relationship Management. New York:Routledge.

Cook, S. (2008). Customer care excellence: How to create aneffective customer focus. London: Kogan Page.

Evenson, R. (2011). Customer service training 101: Quick and easytechniques that get great results. New York: American ManagementAssociation.

Ismail, A. (2001). Front office operations and management.Albany, NY: Delmar Thomson Learning.

Quirke, B. (2008). Making the connections: Using internalcommunication to turn strategy into action. Aldershot: Gower.