How should the manager respond to the employee?

How do you think most customers respond when treated unfairly in a store (e.g., being passed over for service due to race, age, gender or socioeconomic status)? If a customer were to complain to store management about disparate treatment by an employee, what would you suggest the manager do to retain the customer? How should the manager respond to the employee?

Part II:

How do you think most customers would respond if they were served before other customers who had arrived first in a store or restaurant? Would they believe it was due to race, age, or gender? Would the customers notice someone else had been skipped? What would they do? Have you observed (or experienced) such an event?

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