Capturing Feedback Is Only Half the Work
Data doesn't improve the customer experience on its own. People do. TDG's coaching and training programs build the organizational capability — at every level — to understand what customers are saying and do something meaningful about it.
Programs Built for Every Level of Your Organization
CX improvement requires more than a survey. It requires people at every level who know how to interpret feedback, respond to customers, and build the internal habits that drive lasting loyalty.
CX Program Leader Certification — Introduction
A comprehensive two-day leadership program focused on building or launching a CX program leader's capability. Features small group work sessions, personalized consultation, and follow-up meetings to enhance your CX improvement initiative.
CX Program Leader Certification — Advanced
A follow-on to the Introduction program, this course introduces advanced strategies and tactics to engage the entire enterprise. Gives program leaders new tools to engage, inform, coach, and compel teams across the organization.
Frontline Managers Course
A half-day or full-day training for supervisors and frontline managers who oversee customer-facing teams in B2B environments. Available in half-day and full-day formats, delivered on-site or virtually depending on scheduling and geography.
Customer Experience for Customer-Facing Teams
A two-hour training session for frontline employees, delivered via a tool-kit model that equips your training team with documentation and tools to execute a high-quality CX session. Tailored to your industry and customer profile.
Customer Experience for New Hire Onboarding
Immerses newly hired employees in the customer's real experience from day one. Uses actual customer feedback, live engagement, and Q&A to build empathy and accountability. Flexible in-person or virtual delivery.
Customer Experience for Executive Teams
A one-day intensive workshop for senior management, designed to define a clear strategic direction for the CX program and train executives in how to manage the overall CX effort. Delivered in-person or virtually.
FrontlineReady CX
TDG's customizable online training program for frontline dealer employees, built specifically for B2B industrial dealers. Self-paced, practical, and informed by 35+ years of CX research and more than 1.5 million customer interviews.
CX Education en Español
Specialized CX education delivered entirely in Spanish for dealers with Spanish-speaking frontline staff. The same practical, scenario-based approach — built for the dealer environment, in the language your team needs.
Next Level Call Handling
Customizable online training that teaches parts and service employees how to handle incoming calls professionally, set clear expectations, and represent the dealership consistently on every call.
The Parts Customer Journey
Emphasizes the importance of customers receiving the right part at the right time, with clear communication and timely updates throughout the ordering and delivery process.
The Shop Customer Journey
Emphasizes a commitment to project communication — ensuring all work is clearly and accurately explained, and that the customer is confident in the outcome.
The Field Customer Journey
Addresses the customer experience during emergency or unexpected field service events, including how the dealer responds, resolves issues quickly, and follows up to rebuild confidence and trust.
CX Capability at Every Level
Most organizations have the same problem: the feedback data exists, but the skills to act on it are inconsistent. Some managers are great at it. Others don't know where to start. TDG builds CX capability systematically — from the front line to the C-suite.
Frontline Teams
Service technicians, parts staff, sales reps, and anyone who talks to customers.
- Understanding what CX is and why it matters
- Communication skills for service interactions
- How to handle complaints without losing the customer
- The connection between behavior and survey scores
Managers & Program Leaders
Branch managers, service managers, and the person responsible for running your CX program.
- Reading and interpreting CX data
- Coaching frontline staff using feedback
- Closing the loop with at-risk customers
- CX Program Leader Certification track
Executive Leadership
VPs, GMs, and C-level leaders who set strategy and determine where CX fits in the business.
- CX as a business strategy, not a survey program
- Linking CX metrics to revenue and retention
- Building a CX-first culture across locations
- Facilitated strategy workshops
The TDG CX Institute
The CX Institute is TDG's online learning platform — a dedicated space for B2B industrial professionals who want to develop real CX skills, not just sit through generic customer service training.
Built on decades of experience in equipment dealers, manufacturers, and commercial transportation companies, every course is grounded in the reality of B2B industrial work — not consumer retail case studies that don't translate.
Online Learning for CX Professionals in B2B Industrial Markets
Courses, certification tracks, and live sessions — all built for the people who run CX programs at equipment dealers, manufacturers, and commercial transportation companies.
Explore courses →The Link Between Capability and Results
Organizations that invest in CX training consistently outperform those that treat customer experience as a measurement exercise. The difference isn't the data — everyone has data. The difference is whether your team knows what to do with it.
In B2B industrial markets, where a single key account can represent hundreds of thousands of dollars in annual revenue, the cost of a disengaged service team or an unresolved complaint is enormous. TDG coaching programs give your managers and frontline staff the skills to protect those relationships before they become at-risk.
Talk to us about your training needs →Frequently Asked Questions About CX Coaching and Training
What CX coaching and training programs does The Daniel Group offer?
The Daniel Group offers CX Program Leader Certification (Introduction and Advanced levels), a Frontline Managers Course, Customer Experience for Customer-Facing Teams, and executive leadership workshops. Programs are available on-site, virtually, and through the TDG CX Institute online learning platform.
Who are TDG's coaching and training programs designed for?
TDG's coaching programs are designed for B2B industrial companies, including equipment dealers, manufacturers, and commercial transportation organizations. Programs address every level of the organization, from executive leadership and branch managers to frontline customer-facing employees.
How is TDG's CX training different from generic customer service training?
TDG's training is built specifically for B2B industrial markets, not adapted from consumer retail case studies. Every program is grounded in the reality of equipment dealer networks, manufacturer-dealer relationships, and long-cycle B2B customer relationships, drawing on over 35 years of experience and insights from more than 1.5 million customer surveys.
Can TDG's coaching programs be customized for our organization?
Yes. TDG customizes training content to match your industry, customer profile, and specific CX challenges. Programs can be tailored for equipment dealers, manufacturers, commercial transportation companies, or other B2B industrial organizations, and delivered in formats that fit your team's schedule and geography.
What is the CX Program Leader Certification?
The CX Program Leader Certification is a two-day leadership program that builds or expands a CX program leader's capability to manage and improve their organization's customer experience program. It includes small group work sessions, personalized consultation, and follow-up meetings. An Advanced level is also available for program leaders ready to engage the broader enterprise.
How do we get started with a TDG coaching or training program?
Book a free consultation through the TDG website. During that call, we will discuss your team's current capabilities, identify the gaps most likely to affect customer retention, and outline a coaching or training program matched to your organization's needs and budget.
Ready to Build Your Team's CX Capability?
Book a free 30-minute consultation. We'll talk through where your team is today, what gaps are costing you customers, and what a TDG coaching program would look like for your organization.