... with an insurance agent who not only handles the initial sale of an insurance policy, but also handles the processing of any claims As such, many FLEs within a services organization face an additional ... challenge of having to simultaneously excel at both sales and service Consider, for example, professional financial services industries such as insurance, banking, or investments Frontline employees ... true of frontline employees, those individuals who interact directly with customers The performance of the frontline is of principal importance to the organization, because within many service organizations...