What do you prefer if you were hiring for a position? Someone who has years of experience or someone who supposedly has book knowledge and a degree?
Well, for myself I would rather hire someone with experience. All the book knowledge in the world does not prepare you for unexpected challenges. They do not teach you how to respond to the customer where they are. You are typically taught all the stereotype answers.
But is the complaint one of true dissatisfaction or do they just wish to be heard and acknowledged? Experience is a great teacher and without experience, things do not turn out as planned.
Would you prefer the new driver to drive you across country or would you be more comfortable with someone who has years of driving experience? New drivers are enthusiastic and excited but do they have the stamina to drive long periods?