I was in McDonalds and ordered a hot tea – the woman behind the counter didn’t know how to make hot tea. Her attituded shifted to one of being upset with me.
She was one third of the way to a home run because at least she found the the cup. The manager had to be called and brought up to the front to tell her where the hot water and tea bag could be found. In looking at this entire situation and the woman behind the counter being difficult, I came to the conclusion that Training can be the real core to creating difficult people and bad customer service at work.
Two considerations here:
Make sure you are training well and insist that people show you that they know how to do the job! Maybe then we would have a fewer less difficult people!! Marsha