Frontline service providers are
key drivers in great service organizations. But don’t forget the
power of the ‘back-end’ to win or lose the race!
In every insurance company you’ll find actuaries,
policy administrators, IT professionals and clerical support staff.
These folks have little contact with external customers, but they
can certainly set the mood and the pace for the insurance agents
and brokers who work out in front.
In a theater you enjoy actors on stage. But there
would be no play without writers, directors, set design, lighting
and make-up.
In a restaurant you meet the waiter and host or
hostess, but without cooks, dishwashers and accountants, you’d never
get a meal. |