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The first customer I ever served resulted in a service failure.
Some of it was my fault. I said the wrong thing to a customer and he stormed off, grumbling about the sorry state of customer service these days.
Some of it was not my fault. I was sixteen years old and this was my first job. I hadn't yet been trained and didn't yet have the experience to know what to do. The person who was supposed to be training me had gone on break and left me to fend for myself.
It all worked out in the end. I learned from the experience, discovered a passion for customer service, and eventually learned how to train others.
Things don't always go this way. Many employees develop bad habits as a result of insufficient new hire training. The results is poor customer service, low engagement, and high attrition.
We need to take responsibility for giving new hires the right kind of training if we expect them to deliver our brand of exceptional service.
You can hear my story in this short video: