"Some Folks Simply Can't Be Trained To Deal With The
ANN APRIL 1st
"SPECIAL" EDITION: An experimental outreach program with
private industry seems to have gone astray as the mammoth Burger
King food chain has terminated an agreement with the Transportation
The agreement, announced with great fanfare in late 2007, was
designed to soften the image of the TSA by cross-training their
personnel in an environment where good solid customer service
disciplines were actually taught and practiced.
They chose Burger King for their "solid customer service
programs" and had great hopes for the personnel who were to be
taught by a leading customer-service-savvy company that 'thrived in
close contact with the public.'
"You really understand how to work with the public when they've
got an empty, growling stomach... lunchtime is crunchtime at Burger
King, and decades of dealing with the public has made us
experts in meeting them with smiles, professionalism and solid
service," noted BK Spokesperson, Brian Smiley.
The TSA program ran into trouble early on with an initial
allotment of 100 trainees who often showed up late, failed to
follow instructions, displayed poor grooming practices,
unsatisfactory command of the English language, or just plain got
lost on the way to the BK training center... and on more than one
occasion (two are STILL listed as MIA and have never quite found
their way to BKHQ).
"We'd hoped the early results were a fluke but over the course
of several months, we came to find that this was, regrettable, the
cream of the crop.
"From there it just simply went downhill."
Smiley did his best to put a positive spin on the issue but
admitted that, "We may have bitten off more than we can chew with
this program. For people to want to be good in the customer service
arena, they have to like people -- and to a person, this bunch
Burger King attempted to work the program for nearly six months,
but finally threw in the towel during a 3 hour closed door meeting
with TSA Boss, Kip Hawley, who called the situation,
"regrettable... but at least they brought lunch.'