You are the manager of the northern branch of the Laurel City bowling alleys. The owner, Jill Espy, has 4 other bowling alleys around town. The average employee assigned to the concession stand of all the Laurel City bowling alleys lasts 3 years. However, in your branch the average employee lasts only 8 months. Jill is concerned about this huge discrepancy and wants to know your explanation for the difference and what you can do to correct the problem. Training new employees is costly to the company and this high turnover is costing her money that could be better spent elsewhere.

You have tried talking with your current concession staff and have learned that pay and scheduling may have some effect on the turnover rate. However, one person indicated that many of them do not know how to handle difficult customers. It made them not want to come to work.

How would you solve this problem?