An operator at the same store indicated that she had got the message:
在同壹家商店的收款員表示她曾得到過這樣的信息：
We are given customer care training when we join the company and as an ongoing thing. We are told to smile all the time and that the customer is always right.
我們在進入公司之時就開始接受顧客服務培訓，並且現在還在受訓中。我們被告知（在工作時）要永遠保持微笑以及顧客永遠是對的。
A store manager at company C appreciated the difficulty which checkout operators might face on some occasions and how training might help:
壹位C公司的商店經理充分認識到收款員在某些場合可能面臨的困難以及（給收款員的）培訓怎樣提供幫助：
. . . it's quite a difficult job . . . they are the ones that come into contact with the customers most . . . they have to deal with the niggles directed at the company.
...這是壹項相當難做的工作...他們（收款員們）是接觸顧客最多的人...他們需要直接處理那些公司的瑣事
Because they wear (company C) badges, the customers see them as the company's representatives . . . We tell them not to let out their emotion and to be as polite as possible and to tell themselves that the customers are not having a go at them but at the company and the system.
因為他們戴著（C公司的）徽章，顧客們將會把他們看作公司的代表...我們告訴他們（收款員們）要控制住自己的感情，盡可能地做到有禮貌，並且告訴他們顧客們並不是沖著他們（收款員們）的，而是沖著公司以及系統的。
At company B training in customer care is effectively on-the-job and continuous:
B公司的客戶服務培訓則在工作中以及後續問題的處理上很有效果。
We tell them to try and deal with minor complaints as pleasantly as possible but we emphasise that if they sense they will have a problem they should refer the customer to the deputy manager or myself (store manager) . . . We encourage them to stay when we are dealing with such customers so that they can learn.
我們告訴他們在處理小的抱怨上要盡可能的和氣，但我們也強調了若他們感覺到要出問題的話，他們應該盡快將顧客帶至副經理處或直接來找我（商店經理）...我們鼓勵他們（收款員們）在我們處理問題的時候待在壹旁，以學習此類問題如何處理。
At the same company shelf fillers are trained to spot and help the "lost customer", who is a customer "unsure of what they want or where to find what they want".
也是在這壹家公司中，貨架填充員受過訓練以發現並幫助“不確定想要什麽或不知道去哪找”的“迷路顧客”，
At company C all staff are expected to carry a plastic card (credit card-size) which reminds them how to deal with customers — in ten points it states that one should smile, make eye contact, greet the customer, apologise for any delay, etc.
在C公司所有的員工都被要求佩戴壹張塑料卡（信用卡大小）以提醒他們怎樣對待顧客——在總***十點的要求中敘述了諸如保持微笑，保持目光接觸，問候顧客以及為任何的耽誤抱歉等要求。
Company D provides a contrast with regard to customer care training. Here, customer service is the tenth item on the employee induction checklist, being preceded by a range of rules regarding attendance, etc.
D公司提供了壹份關於顧客服務培訓的（重要性）的對比：這裏，顧客服務是員工入職清單上的第十項（規定），比壹系列的有關員工出勤以及其他規定都要靠前。
The time clock card is third on the list. Training is minimal. Nonetheless, employees are told in an induction video that "the customer makes pay day possible".
有關出勤記錄鐘卡的規定排在第三位。而有關培訓的規定則最少。然而，員工們還是在壹部就職視頻中被告知“唯有顧客使發薪日成為可能”。
In companies A, B and C the customer care message is put across frequently through a variety of media. For instance, at company A there are posters at all entrances onto the shopfloor which read "smile, you're on (company A) stage".
在A,B,C公司有關顧客服務的信息通過多種媒體傳達以使員工們得到充分認識。例如，在A公司，所有通向商店樓層的入口處都被貼上海報，上面寫著“請時刻保持微笑，因為妳現在正站在（A公司的）舞臺上”。
The same company runs an employee-of-the-month competition where staff nominate persons who have contributed most to helping customers or fellow employees.
同樣是A公司，還運行了壹套每月最佳員工的評選系統，提名對顧客或同事貢獻最多幫助的員工們。
The winning member of staff has his or her name posted on the staff notice-board and may feature in the company magazine.
提名員工的名字會上榜在員工告示欄，並可能出現在公司雜誌上。
At the end of the year marks are totted up for an employee-of-the-year award. There are customer care committees in every store, whose job it is to generate ideas on how to improve customer service.
而到年終，壹年的積分會被加和來決定員工的年度獎金。
顧客服務委員會在每家商店都會有，它們的工作就是提出能夠提升顧客服務的好點子。