Reality bites in customer service

Another year, another raft of reality TV shows. Can we take any more?

This January though sees the arrival of two programmes which specifically point the spotlight on customer service, both in hospitality and retail.

Michel Roux Jr., fresh from his ‘Masterchef’ season, heads up ‘Service’, an eight-part BBC2 programme which aims to take eight youngsters through the rigours of front of house training. For reasons unknown, the Brits don't rate “waiting on” as a career. Valued in France, Italy, America and virtually everywhere else, we tend to confuse service with servitude. But Michel Roux wants to try and set all that straight, so expect lots of scenes about manners, attitude and personal grooming.

"We know about the passion and glory of chefs on television," says Roux. "Front of house requires equal passion and gives equal rewards. You can travel the world and get personal satisfaction out of providing great service." The two top performers will win six-month scholarships with the Academy of Food & Wine to train as a maître d' and sommelier.

Meanwhile, Mary Portas, self-styled retail guru and ‘Queen of Shops’ dons her high heels again and goes undercover in Channel 4’s ‘Secret Shopper’ to reveal the shocking service in Britain’s high street shops. It’s a similar story to the first one, as our nation’s shop assistants hit the floor with little training, poor leadership and even worse manners.

Why are we prepared to put up with this rubbish? Why do big brand chains continue to dish out shoddy service, with badly motivated staff who, at best, try hard without the proper training and at worst seem to just get away with it? What does it take to instil pride and passion in every job?

These are two reality TV shows that I’ll definitely be watching.