As a new grad, I got paid the least, worked the hardest I have ever in my life, got bad assignments (vent pt on one side of the unit, three needy, compete-for-attention types on the other side of the floor) and was told that I wasn't a "team player" for suggesting balancing the assignment. Experienced nurses on the floor got preferential treatment and I was labeled as a troublemaker because I refused to take on another patient with the above assignment. IMO it's crazy to put new grads in this position when they, meaning me, need more time and help to deliver safe patient care. My nurse manager also told me to address the doc's by "sir" and, well, I just could not work on a floor where the attitude of the leadership, to quote, was to encourage the backstabbing and clique-iness of certain experienced nurses. Of course, the management set up new grads to fail every day, if you weren't a favorite, and it was an impossible situation. Did I mention that the assistant clinical manager: would ask if you were doing ok, need any help, and if you answered in the affirmative, simply walk away! :angryfire But he always had time for telephone arguments with his wife.
So many things are wrong with nursing these days, and crying "nursing shortage" is one way for administration to get nurses to do more with less. This "focus on customer service" is ridiculous, too, and puts pressure on nurses who are already overburdened just trying to deliver health care. Of course, I can't depend on the techs assigned because they have not been properly educated on my unit to do what I need them to do, so, chances are, I have to do it myself. This isn't a rip on techs. Some are great. Some are great at disappearing. I blame the unit managers for not making everyone accountable to their job descriptions, including nurses.
Leave the customer service to the restaurants and hotels, where it belongs, and let the nurses, ancillary personnel and physicians get back to making people better. Luckily, I moved on an ED where I can do the kind of nursing I want to do, instead of worrying about a unit manager who only cares about her next promotion.