The difference between a good business and a great business is often the kind of customer service delivered. This is why you need to ensure your staff is trained well enough to deliver great customer service.

Customer retention is of prime importance for businesses, especially frontline-focused organisations such as retail and hospitality. And customer retention largely relies on the customer experience. While many factors impact the customer experience, proper staff training can help you ensure that the customers will always be treated the right way.

In the age of social media, it doesn’t take long for a disgruntled customer review to go viral and potentially damage the reputation of your business. Therefore, you must train your staff consistently so they can do their job well and deliver exceptional customer service each time.

In this blog article, we talk about how to leverage frontline staff training to improve your customer experience.

How frontline staff training helps ensure excellent customer service

Here is how you can train your staff to delight your customers each time and ensure they keep coming back.

Skills development

Upskilling and reskilling are an integral part of staff training. You need to constantly upskill your frontline staff to ensure they have the right skills to do their job well. Only a well-trained and skilled team can deliver great customer service.

Knowledge retention

Setting SOPs and guidelines can only work when they are followed diligently. Often, staff training is provided only during onboarding. If no attempt is made to retain the information, the human mind will most definitely forget it over time. Hence, it’s essential to deliver consistent staff training to ensure that your staff retains the training information while doing their job.

Improve confidence

No matter how good your product is, if your service representatives are unsure about your offerings and service, it can become challenging to generate trust among the customers. Employees who know how to do their job well and communicate confidently inspire trust in customers and help develop a bond between the customer and the brand, making them more likely to return for a second visit or purchase.


The last few years have seen a massive change in the way we work. This is even more true for frontline-focused organisations. Frontline employees had new mandates and guidelines almost every month, from new business updates to government guidelines. Communicating new updates to the frontline staff at scale is a big challenge, but you must ensure that you can communicate well with the staff. Solely relying on the managers and team leaders to communicate important updates to the staff is not enough. Effective communication between the management and frontline staff is key to ensuring a great customer experience.

Employee engagement

It is said that happy employees are productive employees. Engaged employees who connect with your business objectives and brand values are much more likely to genuine care about delivering their best. Investing in upskilling and training will make your staff feel more engaged with your business.

Simplifying frontline training for delivering a great customer experience

One of the biggest challenges of the frontline industry is finding the time for training. Even an hour of training session implies someone else will have to cover their shift.

Axonify is a smart learning management system that allows your frontline staff to take quick, bite-sized learning in just 3-5 minutes a day, right from the devices they are already using – from a desktop, mobile or tablet.

Axonify delivers AI-driven content that is personalised to each individual’s learning needs. This enables the frontline staff to learn at their own pace and has proven to be highly effective in knowledge retention. You can also communicate company-wide updates to your staff through broadcast messages, keeping them updated about the business.

In-app gamification further increases employee satisfaction and boosts engagement. Built-in games and rewards incentivise employees to return to the mobile training, increasing the participation rate.
Feel free to contact us to learn more about how you can leverage consistent, relevant, and measurable staff training to improve your customer service.

For more information on how we can help you and your teams improve Customer Experience, please visit our Problems we Solve page here, or contact us on any of the following details:

[email protected]
+971 4 246 1600
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+966 53 092 2176