Listen Here, Sugar…

(This happens during training for Customer Service Representatives at a large online store.)

Trainer: “For this exercise, I’m going to need five people.”

(I raise my hand, as do another four people.)

Trainer: “Your challenge is to make me a hot tea with the things in this kitchen. You only get ten seconds to discuss how and ten seconds to do it.”

(We discuss and quickly decide each of us gets one task. I get putting the sugar in. [Person #1] grabs a cup. [Person #2] asks about the flavor and runs for the tea. I see him go for the tea, so in the meantime I pour the sugar in. [Person #2] comes back and puts the tea bag in. [Person #3] pours the hot water. [Person #4] walks the cup over to the trainer while mixing in the sugar.)

Trainer: *looks at the rest of the class and points to me* “What did she do wrong?”

Everyone: “She put the sugar in before the tea.”

Trainer: “Exactly. That is not how you do it.”

Me: “Why? That’s how I do it at home.”

Trainer: *taken by surprise* “Because… you don’t.”

Me: “Did it not mix?”

Trainer: *smug look* “Class, what is she doing wrong now?” *no answer* “Here in [Online Store], we always do things like the customer wants it.”

Me: “So, if a customer wants his small purchase to be put in giant box with packing peanuts, but the peanuts have to be put in last… can we actually do that?”

(I know I got a little defensive, but I don’t like being singled out. And much less for something so irrational.)