Navigating the New Normal: Addressing Post-COVID Customer Pain Points Through Employee Training

Thomas Bril
L&D Specialist
Navigating the New Normal: Addressing Post-COVID Customer Pain Points Through Employee Training

Imagine a world where every business is adapting to the changes brought about by the COVID-19 pandemic. A world where customer pain points have shifted, and employees require new training to meet these evolving needs. As the dust begins to settle, companies need to reevaluate their Learning & Development strategies to ensure their employees are equipped to handle the post-COVID landscape.

As a manager, you have a responsibility to identify the customer pain points your employees need training on, and to provide that training effectively. In this article, we’ll explore the key post-COVID customer pain points and how to address them through employee training.

1. Health and Safety Concerns

Customers are more conscious of health and safety measures than ever before. As an L&D professional, it’s crucial to implement training programs that teach employees the latest safety protocols and how to communicate them effectively to customers. One L&D professional shared, “We’ve had to add a whole new layer to our training programs – ensuring our employees understand and adhere to new safety guidelines, and making sure that our customers feel comfortable and informed.”

2. Digital Literacy and Remote Support

With the massive shift to remote work and reliance on digital tools, customers now expect seamless digital experiences. Ensuring your employees are well-versed in digital literacy and remote support is essential. “Our teams needed to quickly get up to speed with new technologies and ways of communication. It’s not just about having the right tools; it’s about knowing how to use them to provide excellent customer service,” said another L&D professional.

3. Emotional Intelligence and Empathy

Post-COVID customers are experiencing increased anxiety and uncertainty. Employees need to be trained in emotional intelligence to better understand and empathize with customer concerns. As one L&D expert put it, “Empathy training has become a vital component of our programs. Our employees need to connect with customers on a deeper level and show genuine understanding of their concerns.”

4. Agility and Adaptability

Companies must adapt quickly to the rapidly changing landscape. Employees should be trained to be agile and adaptable, ready to pivot when needed. One L&D manager explained, “We’ve emphasized the importance of agility in our training programs – preparing our employees to handle unexpected challenges and adjust their approach as needed.”

Partner with Learnexus to Tackle Post-COVID Pain Points

As a manager, it’s your responsibility to ensure your employees have the training they need to tackle these post-COVID customer pain points. Learnexus is your partner in this journey. Our platform helps managers at Fortune 500 companies find and hire freelancers with highly specific skills and experience in Learning & Development. With Learnexus, you’ll save 47% on costs and eliminate procurement issues with a single master services agreement, giving you more time to focus on what matters – providing exceptional training to your employees.