First Day on the Frontline: Customer Service Training Flowchart

This instructional design project represents the weekly structure and learning progression of the First Day on the Frontline customer service training program. The flowchart outlines a scenario-based, interactive learning experience designed to equip new agents with essential soft skills such as active listening, critical thinking, empathy, and professionalism.

The flow is divided into four weekly modules:

Week 1 – Introduction & Greeting the Customer: Learners practice initiating calls with professionalism, using clear greetings and customer-centered language.

Week 2 – Identifying & Understanding the Customer’s Concern: Focuses on active listening, asking clarifying questions, and restating issues for confirmation.

Week 3 – Problem Solving with Critical Thinking & Empathy: Learners apply de-escalation techniques, evaluate solutions, and resolve issues with logic and professionalism.

Week 4 – Communicating Resolution & Post-Call Reflection: Emphasizes closing calls effectively, confirming satisfaction, and reflecting on decision-making to improve future interactions.

Each module includes a lesson focus with sub-tasks that build specific skills through guided practice, roleplay, and immediate feedback. The flowchart not only serves as a visual roadmap for the capstone project but also demonstrates the application of instructional sequencing, hierarchical task analysis, and scenario-based learning design.