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 It’s
a Lose–Lose–Lose Situation
One
customer complained when served by a ‘Trainee’
at a five-star hotel. If served by someone not entirely
qualified, he wondered, should he pay a less-than-qualified
rate?
I think ‘Trainee’ badges are horrendous.
They are frequently old and mangled, handed down from
new staff to new staff for years.
The new staff feel exposed and humiliated, as if they
do not warrant a real name until they prove their mettle
on the front line. The customer feels uncertain and
wary, wondering if his requests for service will be
understood and acted upon correctly. And the manager
is anxious, hoping a recycled plastic badge will provide
some defense or insurance from customer upsets and complaints.
Just the opposite often happens. The staff, manager
and customer are all on edge. It’s a ‘lose–lose–lose’
situation.
Instead, train your new staff to welcome customers with
solid eye contact and a warm smile while saying:
‘Hello! It’s good to have you with us today,
and my pleasure to serve you. I’m still a bit
new here so my colleague will be overseeing my work
to be sure we take care of everything just the way you
want it. Is that alright?’
Most customers would be surprised by such confidence
from a new staff and are likely to respond, ‘That’s
fine!’ And if the service is good, positive compliments
will surely follow.
Key Learning Point
`Trainee' badges
don't help; they only hurt and hinder.
Action Steps
Don't create anxiety
with an old piece of plastic. Instead, build confidence
and goodwill with the right kind of training.
Next Article in Customer Service Perception Points >>
Moment of Truth or Moment of Impact?
First Article in Customer Service Recovery >>
What to do When Your Customer is About to Explode
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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