Service Gap. Trainers Needed.

Posted on December 27, 2007
Filed Under Gen Y |

How many times each day I find my self cursing the quality, or lack, of customer service received. A recent article in the Philadelphia Inquirer calls this a ‘clash of generational etiquette.’ The first paragraph starts with:

You’re standing at a checkout counter, ready to pay, and the twenty something behind the register is talking on her cell phone. So you wait, and wait, and wait, and when the clerk finally finishes her conversation, she offers not an apology, but a grimace that suggests you’ve interrupted.

This should be a ‘call to arms’ for all professional trainers in the human resource profession. I just don’t think that Gen ‘Y’ understands etiquette yet. And it is an employer’s responsibility to train new employees on the importance of the customer and instill within them the etiquette expected in a professional environment.

The article from the Philadelphia Inquirer can be found here.