A lack of training has left frontline retail associates underprepared to perform during the pandemic, research from the latest report from Axonify, the modern training and communication solution for frontline associates, has revealed.
Original research of over 2,000 frontline workers in its ‘The State of Frontline Employee Training 2020’ report showed that while 87% of UK retail store associates have confidence in their own ability to do their job effectively, over a third (35%) said they felt underprepared to perform their role in the current environment – rising to 40% among grocery staff and supermarket workers – and nearly a fifth (19%) said they hadn’t received the proper training on the changes impacting their job during the pandemic.
Despite more than half (51%) of UK retail frontline workers saying they have received the training needed to perform effectively, a further 56% felt the training they had received had not been personalised to their skills, and a quarter (25%) felt the training lacked personalisation and didn’t cater towards their experience.
During the pandemic, store associates have had to navigate constantly shifting guidance on keeping colleagues and customers safe in-store – from policing occupancy levels and the wearing of mandatory face coverings to new cleaning routines and changing procedures on delivering CX at a safe distance. However, the report showed that just 22% of UK retail workers that took on new tasks or job roles during the pandemic received related training.
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