Build & Deliver Training for Frontline Workers

Frontline Workers are employees who receive specialized training in Learning & Development to help them perform their job duties more effectively.

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How to Hire Freelancers for Your Frontline Workers Training Needs

Are you in charge of training your company's frontline workers? If so, you know how important it is to have effective and engaging training materials. However, creating these materials can be a time-consuming and expensive process. That's where hiring a freelancer or contractor comes in. In this FAQ, we'll cover the most common types of training needs for frontline workers, the benefits of hiring a freelancer, and examples of effective training for this audience.

Common Types of Training Needs

Frontline workers are typically the employees who interact the most with customers or clients. They could be in retail, hospitality, healthcare, or other service industries. The most common types of training needs for this audience include:

  • Customer Service: Frontline workers need to know how to handle customer complaints, provide excellent service, and represent the company in a positive light.
  • Product Knowledge: Depending on the industry, frontline workers need to be well-versed in the products or services they're selling or providing.
  • Compliance: Frontline workers need to be trained on company policies and procedures as well as any legal regulations that apply to their job.
  • Communication: Frontline workers need to be able to communicate effectively with both customers and their fellow employees.

Common Types of Training Deliverables

There are many different types of training materials that can be used to deliver training to frontline workers. Some of the most common include:

  • E-learning: Online courses or modules that can be accessed from anywhere.
  • Video: Engaging video content that can be used for both individual and group training.
  • Interactive Training: Games or simulations that allow frontline workers to practice skills in a safe environment.
  • Classroom Training: In-person training sessions led by a trainer or instructor.

Common Types of Training Topics

Training topics will vary depending on the industry, but some common themes include:

  • Customer Service: As mentioned earlier, customer service is a crucial topic for frontline workers to be trained on.
  • Diversity and Inclusion: Frontline workers need to be aware of and sensitive to different cultures and backgrounds.
  • Safety: Depending on the industry, frontline workers may need to be trained on safety protocols and procedures.
  • Communication Skills: Effective communication is key for frontline workers to be successful in their roles.

Common Types of Training Roles

When it comes to building and delivering training, there are a few key roles that companies might require. These include:

  • Instructional Designer: This person is responsible for designing and creating the training materials, including assessments and evaluations.
  • Trainer: This person delivers the training to frontline workers either in person or virtually.
  • Subject Matter Expert: This person has expert knowledge in a particular area and can provide input and expertise to ensure the training materials are accurate and effective.

Examples of Effective Training

Here are a few real-world examples of effective training for frontline workers:

  • Starbucks: Starbucks provides extensive training for its baristas, including on customer service, product knowledge, and safety protocols. The training is highly interactive and includes hands-on practice.
  • Zappos: Zappos is known for its exceptional customer service, and its training reflects that. New hires go through a four-week training program that emphasizes the company's core values and customer service philosophy.
  • Hilton: Hilton's training for front desk staff includes training on customer service, communication, and problem-solving skills. The training is delivered through a mix of e-learning, classroom training, and on-the-job training.

The Benefits of Hiring a Freelancer

While some companies may have full-time training staff, many companies prefer to hire freelancers or contractors to create and deliver training materials. Here are a few reasons why:

  • Cost: Hiring a freelancer can be more cost-effective than hiring a full-time employee, especially if the training needs are sporadic or temporary.
  • Expertise: Freelancers often have specialized knowledge and expertise that can be difficult to find in a full-time employee.
  • Flexibility: Freelancers can be hired on an as-needed basis, which allows companies to scale up or down as needed.
  • Quality: Freelancers are often highly motivated to produce high-quality work since their reputation and future work depends on it.

Now that you know more about the common types of training needs, deliverables, topics, and roles for frontline workers, as well as the benefits of hiring a freelancer, you'll be better equipped to make the right decision for your company's training needs.


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  • “I used Learnexus because I knew they could deliver what I needed…someone who had a robust portfolio and someone who specialized in producing massive, open online education courses.” Georgianna, PhD

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