Posts Tagged ‘Women’

Jul
31

Young women in the workplace

Young women in the workplace invariably get asked to do one of the most challenging and therefore most emotionally demanding jobs for their organisation, front-line customer service. Young men too, yes, although the majority of front-line customer service staff across ANY industry is women.

Why is this? I fail to understand the logic behind this other than it being a throw back to our paternalistic past when young women were thought of not having what it takes to be behind the scene doing the ‘real’ work of running the organisation and simply being a pretty face to welcome the customer.

I was shocked to hear today that two young women in my training had attended customer service training a few years ago (with another company obviously) and they were taught that the best thing they could say to an upset customer is, “I’m sorry for the way you feel but…” Why the hell should they apologise for the way someone else feels?!

I have been delivering customer service training for 4yrs and the demographic in the training room hasn’t changed. I suspect that in 4yrs time it will be the same. Well, I guess they are at least getting the training to deal with what seems to be an ever increasing hostile customer base full of entitled people.

If you have a young daughter, please please please, start training her now to stop apologising for the way other people feel. It simply isn’t her responsibility and apologising for someone else’s feelings sets her up to be submissive to everyone else she comes across.

How many of your staff are being submissive to your customers? Submission is not the basis for a relationship of any kind, especially in business.

Here’s something worth watching