COVID-19 has had a dramatic impact on customers. Nearly everyone experienced a level of uncertainty. And many were faced with sudden financial hardships as employers closed or reduced hours.
As time has passed, new customer pain points emerged. Many of these changes stemmed from shifting priorities, as well as the mental toll the pandemic took on customers from all walks of life.
As a company, you need to be prepared to address these newer customer pain points. Often, that means training your workforce to adjust their approach in a meaningful way, allowing them to offer precisely what today’s customers need.
If you are wondering what post-COVID customer paint points your employees need training on, here’s what you need to know.
Support
In the current landscape, customers are in need of more support. The uncertainty created by the pandemic has left many wanting information and guidance beyond what they previously expected from companies. It allows them to feel secure and cared for by those they choose to do business with, something that can be incredibly reassuring.
Ideally, you want to train your employees to adopt more supportive mindsets. Often, this means shifting away from harder sales approaches and spending extra time listening to customers and identifying their genuine needs, something that your teams may need to learn about to do effectively.
Accessibility
During the pandemic, remote communications became increasingly crucial. Customers needed to be able to reach businesses without having to head to stores or physical locations. Often, this meant turning to digital resources.
However, if your workforce wasn’t properly trained on these touchpoints, the customer experience could often be subpar. That’s why offering formal training is a must. It allows you to present new digital tools to your teams in a way that facilitates learning. Additionally, you can increase their comfort level with unfamiliar tech before they engage with customers, allowing them to refine their approach in a safe environment.
Safety
As the country reopens, customers will begin to return to traditional brick-and-mortar locations to engage with companies. However, many businesses still need to adhere to a variety of safety measures related to the pandemic, some of which may be new to your returning employees.
By offering safety training focused on COVID-19-related protocols, you can make sure that your workforce knows what they need to do to remain compliant. You can teach them how to engage with customers in a safe manner, ensuring the health of not just your team but also the customers that come through your door.
Do You Need New Training to Address Post-COVID Customer Pain Points?
If you need support from learning and development (L&D) professionals to create new training to address customer pain points in a post-COVID-19 landscape, the Clarity Consultants team wants to hear from you.
At Clarity, we have nearly 30 years of experience in L&D, allowing us to create effective coursework quickly. Plus, if you need to expand your L&D staff, Clarity can become your go-to source for high-quality candidates, connecting you with top-tier talent right when you need it.
If you’re ready to partner with leading L&D professionals, Clarity Consultants is here. Contact us today.
