Frontline staff are the face of the organization. They represent the company as they have the opportunity to interact with customers on a daily basis. Their actions promote or demote the corporate interest. The professional image portrayed by frontline staff depends on the quality of their customer service skills. Organizations need superior frontline customer service skills to compete in today’s customer oriented environment. Front-line staff should understand and act on customer wants, needs, and expectations. To effectively do this, they need to apply excellent interpersonal relationship skills to communicate effectively with the customer. Interacting with customers is potentially stressful and requires staff with the right attitude and skills for effective communication and high human contact situations. This course is designed to empower frontline staff create positive impression, through effective communication to customers. Ultimately, the organization’s corporate image is enhanced and positive word of mouth increases goodwill to the organization.