How one word can undo all the great work

‘Tea madam?’ asked the first, smiling member of East Coast train crew.

‘Milk’ scowled the second.  I don’t even think there was a question mark in her voice.  In fact, it was scary.

All the good work, the excellent customer service shown by the majority of the team, undone by one word.

And it got worse…

‘Drink’, not sure if that was an offer or a threat.

Please, East Coast trains, don’t recruit people for customer facing roles if they dislike people.

By Liz Kentish

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