Frontline Training

What is frontline training?

Frontline training is a type of training program that enables frontline workers, or customer-facing employees, to perform their roles with the proper skills and knowledge. It is an essential tool for setting customer-facing workers up for success, particularly in fields like customer service, retail, and sales.

Example: Because my direct reports all interact with customers regularly, the entire team participates in a frontline customer service training refresher course each year.

Frontline training can include tutorials for using new types of technology, courses for building emotional intelligence and other soft skills, professional development and career growth opportunities for building new skills, and more.

Best practices for creating frontline training

To create effective frontline training, consider your options for software and other tools. Frontline training solutions like e-learning authoring and distribution apps can be used to make the course creation process easier, more efficient, and cost effective for your team. Be sure to select tools that support an interactive learning process, as this allows your teams to engage more deeply with course content and retain more information. 

Additionally, it can be helpful to allow learners some level of agency over their learning path if this makes sense for the type of frontline training you offer. For example, participants might enjoy exploring topics before selecting the options that matter most to them.

Be sure your training is tailored to suit various positions. For example, you can use e-learning branching scenarios to create different learning tracks for leaders or supervisors at your organization versus direct reports.