Need some advice about how to handle a situation at work...

Question

A new person started without the skills they said they had. I have uncovered this gem of knowledge as our training progressed. Going to the boss is futile because he will just dismiss this fact. He doesn't understand the part she lied about is VERY important, and the areas she is strong in...not so much. Our department (consists of three people) is getting concerned because the rush is about to begin and she does not possess the knowledge she says she has.

In case your wondering she lied about customer service skills. Her follow up is horrible, and she can't seem to do everything in one call. She has to call them back (we don't have time for that). Of course there are times when you have to, but not every call. She has been changing things to fit her way of doing things which is okay, but she has to do that correctly which is not happening.

So what do I do now? Train her in the stuff that she said she knows or let her struggle her way through it because she lied, then let my boss handle it?

Answer 1

Definitely let her struggle and give your boss a heads up that she's not very knowledgeable.  Don't be catty about it, just give a little warning (I've done it before).  You need to train her as you would anyone else, but after that it's sink or swim with her.  My husband's company hired someone to run an important project that was starting up.  My husband, like you, learned this man padded his resume and had barely any knowledge or expertise in this field.  Within two months he was fired due to lack of knowledge.

With customer service and dealing with clients, you either have it or you don't.  If there is a quota you are working with, it makes it even more important.  Let her struggle and she will be showing her true colors to your boss very soon.

Answer 2

take the high road and show her what she needs to know because if your boss has to deal with it he might get upset that you didn't deal with it.

Answer 3

Train her and let your boss handle it.  You don't want to get in the middle of this.  Your boss was the one that picked her, let him dismiss her.  You don't want to fall into the trap of being a trouble maker.

Answer 4

I think you should train her to the best of your ability. Have her take a test or something along those lines, so you can prove that you did the training the first time around. Then set her loose with enough rope so she can hang herself, figuratively speaking. If the boss isn't going to listen to you in the first 30 days, when it's easier to let someone go because it's just not working out. He'll have to handle her later on. It'll suck for the department, but what else can you do? Good luck.  

Answer 5

It's not rocket science...she'll catch on.

Answer 6

i know this is a frusterating situation to be in.  it requires a lot of patience.  i would not train her any differently than anyone else, nothing more, nothing less.  when she asks questions, answer them.  it is possible that she will pick up on what to do and be a fine employee.  (many ppl say they know how to do things they don't to sell themselves in an interview. its not uncoommon.)

dont fall into the trap of fixing her mistakes or getting behind on your own work on her behalf.

in time, if she hasn't learned the job, your boss will know this and handle it.  however, this may take longer than you'd like.

Answer 7

Train her. Not everyone learns the same or in record time like you did. She may have had customer service in another job. But the way that you do it is different. I worked as a Front Desk Vacation Rental Specialist for a while and I had to train someone too. She claimed that she also had some back round in customer client relations. However from what I was seeing she was really bad. She was rude to the customers. I was worried that the current customers would not come back to use after chatting with her. She would use words like "totally cool and yeah". It was a long process to get her right or I should say better at talking and using proper english. I couldn't figure out why my boss hired her either. Maybe desprate or she wanted a pretty face when a customer came in..

But I can relate with you. Just help her out ... Who knows she may be just there for the busy time then laid off. Good luck

Answer 8

I think you should do whatever you want to do. Either decision ethically makes sense to me.