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October 18, 2021

Training that Supports Healthy Communities


At CVS Health, they put their whole heart into serving their customers and that service begins with their commitment to learning and development. CVS Health’s Senior Manager, Enterprise Learning and Development Loren Sanders explains how good training drives employee and customer loyalty and retail performance.

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Show Notes:

Loren Sanders shares the best practices at CVS Health and explains how their commitment to the customer is front and center in all their training. Key points include:

  • Customer care representatives go through empathy training to learn how to listen better before responding to customers. Understanding what a customer may be going through helps associates always respond with empathy.
  • The need to be more responsive and flexible due to the pandemic has also led CVS Health to make training more accessible when and where it’s needed most. 
  • CVS Health measures training throughout the employee’s journey to build a stronger workforce and increase employee retention.
  • Data and measurement continue to be critical to L&D at CVS Health. Their goal is to have coaching, learning, and support available at the point of performance for employees in various job roles. 

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Luke Kempski

By Luke Kempski, CEO

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