I went to Dunkin’ Donuts to buy a cup of coffee. I asked the crew why there is a timer next to their coffee decanter.
Crew: For our TA.
Me: What's TA?
Crew: Throw away (TA).
Rule #1 in Customer Service: Do not use jargon with your customers.
Me: What's TA?
Crew: Throw away (TA).
Rule #1 in Customer Service: Do not use jargon with your customers.
The crew could have said, "we use a timer to check the holding time while ensuring that you only get the best quality of coffee." There was no attempt to proactively offer donuts by saying something like, “your coffee will be perfect with our donuts. ”
The supervisor is in her office and missed the opportunity to coach her direct report. It is important for leaders to observe their direct reports while working. This will allow the supervisor or manager to praise or correct the crew.
