Is Your Team FrontlineReady?
Your customers have choices. The dealers that earn long-term loyalty are not always the ones with the best equipment. They are the ones that make it easier for customers to get answers, solve problems, receive updates, and do business.
FrontlineReady CX is TDG's customizable online training program designed to help frontline dealer employees deliver a more professional, consistent, and loyalty-building customer experience.
- Built specifically for B2B industrial dealers
- Practical skills employees can apply immediately
- Informed by 35+ years of CX research and more than 1.5 million customer interviews
- Customizable to your dealership's standards and processes
- Self-paced and online, no travel required
Build the Right Training for Your Team
Tell us about your dealership, the employees you need to train, and the customer-experience skills you want to strengthen. A member of our team will contact you to discuss the right approach for your organization.
What FrontlineReady CX Looks Like
Watch this short overview to see how FrontlineReady CX helps dealer employees strengthen the everyday skills that shape customer loyalty, from communication and follow-through to problem-solving and ownership.
FrontlineReady CX Can Support Employees Throughout Your Dealership, Including:
- Service team members
- Parts employees
- Sales representatives
- Rental and product-support teams
- Reception and call-routing employees
- Customer-support staff
- Managers and supervisors
- Anyone who regularly interacts with customers
Self-Paced Online Learning Through the TDG CX Institute
Training is delivered through the TDG CX Institute as self-paced online learning. Employees can complete the training according to your organization's schedule without the expense and disruption of bringing geographically dispersed teams into a classroom.
Programs may include:
- Short instructional lessons
- Realistic dealer scenarios
- Video examples
- Knowledge checks
- Decision-based exercises
- Downloadable job aids
- Completion tracking
- Manager reinforcement materials
Practical Behaviors That Affect the Customer Experience Every Day
FrontlineReady CX focuses on the practical behaviors that affect the customer experience every day. Training topics may include:
- Communicating professionally
- Listening and asking effective questions
- Reducing unnecessary customer effort
- Setting realistic expectations
- Providing timely updates
- Taking ownership of the next step
- Making effective departmental handoffs
- Managing frustrated customers
- Following through on commitments
- Closing the loop with the customer
- Delivering a consistent experience across departments and locations
Built for B2B Industrial Environments
Industrial dealer customers may be dealing with equipment downtime, delayed repairs, urgent parts needs, missed deadlines, or operational disruption. Generic retail and hospitality training does not always reflect those realities.
FrontlineReady CX is designed specifically for B2B industrial environments, where customer relationships may span years and involve multiple departments, locations, purchases, service events, and employees.
The training goes beyond telling employees to be nice. It teaches them how to communicate clearly, manage expectations, reduce frustration, and help move the customer toward a solution.
Built to Reflect the Way Your Organization Works
Every dealership has its own processes, customer promises, terminology, performance expectations, and operating environment. FrontlineReady CX can be adapted or developed to reflect the way your organization works.
You tell us what a strong customer experience should look like in your dealership. We help turn those expectations into practical online training.
Customization may include:
- Your brand standards and customer-facing language
- Your customer-experience expectations
- Your parts, service, sales, and rental processes
- Your phone, transfer, and message-taking practices
- Your escalation and follow-up procedures
- Real scenarios from your dealership
- Issues identified through customer feedback
- Department-specific responsibilities
- Internal performance expectations
- OEM or corporate standards
- Leadership messages and examples
- Your own branding, images, and terminology
Training That Reflects What Employees Actually Encounter
Training can include scenarios such as:
- A customer calling repeatedly for a repair update
- A customer whose equipment is down
- A part that will not arrive when promised
- A caller who does not know which department can help
- A customer questioning an unexpected charge
- An employee who cannot immediately provide an answer
- A service advisor who is unavailable
- A customer receiving conflicting information
- A concern involving more than one department
- A handoff between sales, parts, and service
- A frustrated customer asking for a manager
- A commitment that has not been completed
Employees learn how their choices affect customer confidence, effort, satisfaction, and loyalty.
Informed by Decades of B2B Industrial CX Research
FrontlineReady CX is informed by TDG's decades of customer-experience research in B2B industrial markets. That research consistently shows that customers value:
- Ease of doing business
- Clear communication
- Knowledge and professionalism
- Prompt and effective service
- Accurate expectations
- Follow-through
- Employees who demonstrate care and ownership
- Consistency across interactions
FrontlineReady CX translates those findings into behaviors employees can understand and apply.
Training Priorities Built Around Your Data
FrontlineReady CX can also be built around findings from your existing customer-feedback program. Training priorities may be based on:
- Customer survey results
- Open-ended customer comments
- Recurring complaints
- Department-level performance
- Branch comparisons
- Communication concerns
- Phone-response problems
- Service-update issues
- Leadership observations
This allows your organization to address demonstrated performance needs rather than relying on assumptions.
Training That Fits Any Stage of the Employee Lifecycle
FrontlineReady CX can be used for:
- New-employee onboarding
- Annual training
- Refresher training
- Coaching following customer feedback
- Departmental improvement initiatives
- Standardization across locations
- Mergers and acquisitions
- New customer-experience standards
- Employees moving into customer-facing roles
- Managers responsible for reinforcing CX expectations
The goal is not to criticize employees for skills they were never taught.
The goal is to establish clear expectations and give employees the tools to meet them.
Build a More Consistent Customer Experience
Your customer promise becomes real when an employee answers a call, provides an update, resolves a concern, explains a delay, or follows through on a commitment. FrontlineReady CX helps your team turn that promise into consistent action.
Whether you begin with an existing course, one department, a specific performance issue, or a dealership-wide program, the training can be customized around the experience you want your customers to receive.
Talk With Us About FrontlineReady CXReady to Strengthen Your Frontline Customer Experience?
Complete the form and a member of our team will contact you to discuss your training needs and the appropriate level of customization.
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