First off, this isn't a young folks bashing post. But it is a lack of thought training bash.
We've all been there. We walk into a store with questions or to the check-out and see young workers. Do I stop that clerk or go to that register - or do I go to the more "seasoned" worker?
Young workers aren't usually real skilled at customer service. They don't have the experience or the thought processes of the more seasoned worker. However, they do the same job, see the same customers, deal with the same situations. It is leaderships responsibility to ensure that these young folks have the proper training PRIOR to stepping foot on the floor by themselves.
I visited a major pet store chain this weekend. When I got to the register my $3.99 item rang up as $6.99. The cashier's response? "Oh, it was probably in the wrong place." No, price check, or "I'll take a look". It was 'probably' in the wrong place.
Good customer service is not about guessing and leaving it at that. It's about knowledge and finding out answers. These are two easy things that CAN be taught to new staff. If you don't know about a product ask someone else. If you don't know the answer, find out.
"I don't know, but I can find out" will save MANY customers for your organization. Try it out.
