You may have plenty of masks, floor markers and plexiglass to go with your holiday inventory and festive in-store music. But have you really considered what your frontline needs to execute during this very different holiday shopping season?
Pandemic fatigue is spilling over into the retail experience. People are tired of rules and restrictions. Your greeters are getting screamed at about personal and constitutional rights because they asked people to wear masks. Your click-and-collect shoppers are communicating digitally with frustrated customers who aren’t used to someone else shopping for them. Your contact center agents are trying to pacify upset callers who are new to online ordering or experience delivery problems. Even if these situations are the exception rather than the norm, they can cause major issues for your associates, customers and brand.
We’re now entering a very challenging holiday period. Your seasonal sales strategy won’t matter unless your frontline associates have the support they need to execute it. Here are the three training areas to focus on to overcome pandemic fatigue and ensure frontline holiday success.
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