Training Outline

Title: Customer Experience Training for Frontliners

Total Time: 7 hours
Number of Participants: 15
Target Participants: Frontline Personnel/Frontline Managers
Time
30 mins

Agenda

Method

Welcome/Rationale/Overvie
w

1. Welcome (greetings) (3 minutes)

2. Ice Breaker Remember the Name (15 minutes)
(This Ice Breaker will make attendees be more
attentive and later on refer to this Ice Breaker as
a technique for remembering customers name)
3. Rationale (5 minutes)
4. Overview (2 minutes)
5. Objectives (5 minutes)
Leveling of expectations
Let us define these technical terms to further
understand what we are about to discuss:
1. Customer Experience (5 minutes)
2. Customer centric culture (5 minutes)
3. Customer journey (5 minutes)

8:30-9:00

45 mins.
9:01 9:45

Definition of Terms

20 mins
Why Customer Experience
9:46 10:05 matters to organizations or
businesses?

45 mins

Knowing our Customers

In a nutshell
1. Customer expectations or standards are
constantly changing
2. Channels: Social Media
3. Stiff competition
BREAKTIME
15 MINS
1. Who are our CUSTOMERS? (25 minutes)

Slide Guide
1-2
2

3-4
5
6-

Time

Agenda
and Ourselves

10:20
11:05

50 minutes
11:06-11:56

ACTIVITY: Happy People,

Helping People

15 minutes
1:00 1:15

Energizer

Method
First impressions last
Reading customers
Look and listen for subtle clues about their
current mood, patience level, personality, etc.,
and you'll go far in keeping your customer
interactions positive
2. Who are WE? (20 minutes)
Playing a key role in developing Customer
Experience (REITERATE)
Branding
All participants are given a piece of paper to fill-up
(contact Info). (5 minutes)
Ask everyone to stand up to form a circle and crumple
his or her own paper into a ball. Facilitator will signal
and orders to throw the balls inside the circle. Repeat
throwing paper balls randomly until they have been
completely mixed-up (5 minutes)
Now ask each participant to open the paper and read.
The person indicated in the paper will be their
Customer Experience Buddy for the next 3 months.
Give them 20 mins each to discuss with their buddies
their CX goals and how they can collaborate and apply
what they learned from this training to their respective
jobs. Partners should be able to communicate at least
weekly to track progress.
LUNCH BREAK
1 HOUR
Follow the Book
Facilitator holds a book. Participants will copy/follow
how the facilitator moves the book. (lean to the

Slide Guide

Time

Agenda

60 minutes
1:16-2:15

Frontline Responsibilities
(Touch Points)

50 mintues
2:16 3:05

Frontliners Competencies
to develop

30 minutes
3:21-3:50

Character Building

Method
right/left, go up/down)
1. Receiving Customers (15 minutes)
- Greetings
- Answering queries
- Processing Requests
- Other customer concerns
2. Handling Phone Calls (15 minutes)
- Answering calls professionally
- Screening/Transferring Calls
- Taking messages
- Attending to inquiries/requests
3. Presentable and professional (10 minutes)
4. Friendly/Approachable (10 minutes)
5. Value Added Services (10 minutes)
1. Communication (25 minutes)
Strategies for interacting with Foreign clients
Practice Active Listening
Tone, pitch and pace
Coordination and going through proper channels
2. Attitude (25 minutes)
Strengthening initiative and prioritizing tasks
Going the Extra Mile and exceeding expectations
Yes, we can attitude
Recognizing the power of Positive Wording
Maintaining composure
BREAKTIME
15 MINUTES
1. Customer Experience Driven Personnel (15 minutes)
Accepts Responsibility, Accountability and

Slide Guide

Time

10 minutes
3:51 - 4:00
45 minutes
4:01 4:45

Agenda

Reinforcement
ACTIVITY:
Brainstorming/Role Playing

Method
Commitment
Builds Rapport with customers (connect Ice
Breaker as technique to remember names )
Recognizing prompt response as key to gain
happy customers
Follow Through
2. Dealing with difficult customers
Managing response by practicing self-control
Being positive and proactive
Avoiding conflict / miscommunications
Practical Conflict Resolution (win-win solutions)
NO excuses. NO room for mistakes, NO second chance
(10 minutes)
Divide participants into 3 groups (15 minutes)
Let them do their own Brainstorming on this topic:
Identify causes of negative Customer
Experience.
Let them write each causes on a sheet of sticky note
and paste them on the board when called to present.
Choose one cause which they believe is the most
common and create a Role Play. (10 minutes per group
presentation = 30 minutes)

15 minutes
4:46 - 5:00

Closing

Q&A
Evaluation/Survey

Slide Guide