We’ve all experienced a frustrating customer service moment in retail, restaurants, or hospitality, and it’s easy to blame it on a lack of motivation. However, the data shows it could also be due to a lack of clear direction and training.

If frontline workers don’t know what’s expected of them or what skills they need to develop, how can we expect them to perform well? On the other hand, frontline workers who receive the training they need are 3X more likely to stay with their employer.

Moreover, there’s always a high demand for motivated, skilled essential workers. Ultimately, however their success comes down to how well the workforce is trained and supported. Despite the evolving skills required for future workplaces, access to learning and training resources for frontline employees remains highly unequal. In fact, up to 41% of frontline workers (source: Quinyx) feel they lack career development opportunities.

Limited Onboarding

Existing learning programs for frontline employees are often overly focused on new hire training. While this onboarding training is crucial for getting new employees up to speed, boosting long-term retention, and ensuring safety, it’s just the beginning of the learning journey.

The real challenge lies in supporting frontline workers beyond their initial training. The biggest need for these employees is often overlooked by current programs: the opportunity to continue learning and applying new knowledge in the flow of their daily work. Ongoing, on-the-job learning is essential for frontline workers to develop new skills, stay engaged, and perform at their best over the long term.

Desk-bound

A report by Emergence Capital found that employers are primarily giving desk-bound devices to deskless workers, with over 80% of those surveyed saying they are expected to use these inappropriate tools for their tasks. Plus, deskless workers often work hands-on, and must follow strict compliance regulations. Since they aren’t at a computer all day, traditional training methods are less effective for them. This disconnect can lead to lower engagement and higher turnover rates compared to their desk-bound colleagues.

One-Size-Fits-All

A cookie-cutter kind of training doesn’t work for frontline workers because their environments and challenges are highly diverse. Unlike desk jobs, frontline work takes place in a wide range of settings, from construction sites to quick-service restaurants to luxury hotels.

Each environment comes with its own unique set of issues and demands. For instance, the challenges on a construction site, such as dealing with hazardous materials and complex machinery, are vastly different from those in a quick-service restaurant, where fast-paced service and customer interactions are key. A single training program can’t address the specific needs and circumstances of these varied roles. Effective training must be tailored to the distinct environments and situations frontline workers face, offering relevant, role-specific solutions rather than a generic approach.

The voices of frontline employees are largely absent from discussions about career advancement, which often focus more on higher-level positions, like managers. There are many reasons why regular training methods do not work when it comes to frontline workers.

Accessibility: Around 80% of frontline workers don’t have work email addresses (source: LinkedIn), making it challenging to share consistent, up-to-date job information and work processes. Additionally, limited or no internet access at many work sites further hinders their ability to stay connected.

Digital Skills: Many frontline workers lack essential tech skills needed for modern work environments. Traditional training methods often fail to address these foundational skills, such as basic computer operations or using digital communication tools. This oversight leaves workers struggling to access and apply training resources effectively. Without these, workers may face challenges in adapting to new technologies or processes introduced in the workplace.

Training Size: Many organizations rely on lengthy, in-person or blended training programs that are packed with extensive content. When these programs are squeezed into a microlearning format, they often become ineffective and overwhelming for frontline workers. These employees need training that is personalized, concise, and easy to integrate into their daily routines.

Socio Economic & Educational factors: Engaging frontline workers can be challenging due to factors like limited prior education, low self-esteem, and uncertain future prospects tied to learning opportunities. These socio-economic and educational barriers can affect their motivation and engagement with training programs.

While frontline workers face unique challenges and high demands, current training methods fall short by focusing mainly on initial onboarding rather than ongoing development. Despite their critical roles and high demand, the lack of effective, ongoing learning opportunities continues to be a major issue for frontline employees.