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CHICAGO – CVS fired two employees at an Edgewater neighborhood store that called police Saturday after trying to use a coupon.
"We have completed our investigation and, as a result, the" Two colleagues who were involved are no longer employed by CVS Health, "said Mike DeAngelis, a spokesperson for CVS Health, in an email.
The company also stated that she had "sincerely apologized" to the customer. his experience on Facebook, including a video of the store manager on the phone with the police.
The episode is the latest incident of alleged racial profiling or mistreatment of customers in retail stores and other viral sites. It also illustrates how some companies react quickly to often quick and severe public reaction before it does more than dispute their business reputation.
Hudson said the incident occurred Saturday at the CVS store at 6150 N. Broadway. According to his account posted on Facebook, the store manager stated that he believed his coupon, for a free personal care item of up to $ 17.99, was fraudulent. Hudson said that she asked for her name and title to complain, and tensions escalated. Hudson posted a video of the store manager, who identified himself as Morry Matson, on the phone with the police. Police responded to the store but took no action, according to the Chicago Police Department.
Neither Hudson nor Matson could be reached immediately for comment. "CVS Health does not tolerate discriminatory practices against customers and we are committed to maintaining a welcoming and diverse environment in our stores," DeAngelis said in its email. Monday. "We have strong non-discrimination policies in place to ensure that all clients are treated with respect and dignity, profiling or any other type of discriminatory behavior is strictly prohibited."
There have been several Recent incidents where businesses had to behave against employees.
Starbucks quickly apologized this spring after two black men in a Philadelphia store were arrested when an employee refused to let them use the restroom without making any purchase, and later called the police and accused them of trespbading.
The coffee giant kidnapped the employee involved, and closed his 8,000 stores for a afternoon, her employees could participate in training on unconscious bias
Earlier in the year, a waitress at a Maine IHOP restaurant asked a group of black teens to prepay Eat meal, and another wrote on Facebook. IHOP apologized and said that he had "zero tolerance" for discrimination.
And last year at the O. Hare International Airport, a video of a United Airlines pbadenger who refused to give up his seat quickly flew around the world to the Chicago-based airline that resulted in legislative hearings, policy changes and employee training.
"You hope that one organization would learn from another's misfortune.This is not so easy," said Ron Culp, director of the Graduate Program in Public Relations and advertising at DePaul University.
Culp stated that these incidents all boil down to the initial training received by the employees. "I guarantee through CVS, other coupons-based retailers will do a quick badessment of their policies and procedures," he said.
"In this case, always start with the training and make sure that the employees anticipate" When you are a strongly promotional retailer, you just have to make sure everyone knows what to do when something like that happens. "
Empathy Goes Ahead With According to Bob Phibbs, CEO of New York Consulting Firm Retail Doctor
" My concern is how does this manifest in the business of detail, in the very places where people need to feel that they count, because people "
M. Culp also offered some advice to companies looking to train their employees to deal with difficult situations and annoy customers.
"Rather than uplift the incident, rest badured! Culp.
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