It’s no secret that the past year has been a balancing act of emotions. COVID-19, a contentious election and civil unrest have made empathy and hard discussions imperative and have caused emotions and polarization to run high. It also has been a difficult year for employees who work at brick-and-mortar locations like Walmart and interact with customers—whether those conversations are good or bad.
“With the pandemic, you think, how do workers engage with and interact with customers? You think about empathy; do all of our associates take time to think about how [the pandemic has] impacted our customers? How do they