Customer Service
The term frontline employee is most commonly applied to customer service representatives who handle customer orders, inquiries, cancellations and complaints.Sales
The primary role of sales is to engage customers, close sales and maintain relationships to extend customer lifetime value. As such, they spend much of their time with customers.Marketing
Marketing people commonly meet customers such as lead users or market research participants.Business Units
Business units may engage customers to provide services or develop products. For example, equity traders who serve the clients of an investment bank.Consultants
Consultants who advise or perform work for customers.Operations
In some cases, operations staff regularly engage customers. For example, the operations of a telecom company includes installation and maintenance roles that may involve regular customer interactions.| Overview: Frontline Employees | ||
Type | ||
Definition | Employees who directly interact with customers. | |
Related Concepts | ||
