Module opening scenario

A customer approaches the counter of a busy restaurant.

She is upset because her takeaway order is missing an item.

She says loudly:

“This is ridiculous. Your staff cannot get anything right.”

The manager, Kunle, immediately turns toward the employee who packed the order.

In front of the customer, coworkers and several other guests, Kunle says:

“Chiamaka! How many times do I have to tell you to pay attention? You are always careless.”

Chiamaka tries to explain:

“I didn’t pack that order. Tunde took over while I—”

Kunle interrupts her.

“Stop making excuses. Apologize to the customer.”

Later, Kunle discovers that Chiamaka was correct.

Another employee had packed the order after a shift handover.