Determine a training outline for a frontline-level employee for your business based on one customer service initiative

Order Instructions
Determine a training outline for a frontline-level employee for your business based on one customer service initiative. The business is a Firearms training company. Its called Lionheart Tactical Training Group.
Complete the following: and answer the questions specifically.

State the frontline position and a brief description of that job (about a paragraph)
State the one customer service initiative the training will be centered on.

Construct a one day agenda for the training in outline format.

Explain your reasoning for your initiative and your outline.

Include a minimum of two scholarly sources including the source below.

Dennis Snow, & Teri Yanovitch. (2010). Unleashing Excellence : The Complete Guide to Ultimate Customer Service: Vol. 2nd ed., updated and expanded. Wiley.

Written paper at least 2 pages