Findings from the interview with service employees
Challenges faced by part-time international student employees
The responses of service employees are gathered through semi-structured interviews to present as challenges faced by them. When interviewed about the difficulties faced by him in dealing with customers, Employee A said:
“I have been working as a part-time employee for the last six months. I am from India and I used to struggle to pick the slang of local customers. I used to ask some customers to repeat their words. This irked many customers and as a result of that I received negative feedback from the customers when they mentioned their views in the feedback form. However, I slowly improved with time and now I am quite comfortable in picking up the slang of local customers. In my early days I was shocked to see a customer complaining that I am rude. I was shocked because I felt that I didn’t speak in a rude manner. When I spoke to my department manager, I was asked whether I missed some of the words like “thank you”, “hello”, “sorry”, “please” and “cheers” in my conversation. I came to know then that I rarely used those words. My manager explained the importance of such words in my communication style.”
Employee B :.
“I have been working in the store for the last two months. I found my job challenging when I was put in a situation where I had to rush while dealing with customers. This hampers my ability to effectively deliver the intended service to the customers. Besides that, I had to tell lies at times to convince the customer in order to encourage buying. This is a kind of gamble as it carries the risk of attaining negative feedback if they spot out that I am lying. But if can convince them, my performance is enhanced in terms of the number of items sold per month.”
“I have been working in the store for the last four months. At times, I had to face some tough situations when I had to incur the wrath of the employees. It is very challenging to stay calm so as to not match their turn .”