An Incident at the Bookstore-CA1 Assignment

It was raining cats and dogs yesterday afternoon when Mum went to fetch my younger brother home from school. Halfway, she stopped at Junction 8 to buy a few pens for us as the ones we have had run out of ink. Entering the Popular bookstore outlet on the fourth floor, they approached a sales assistant to help them to find a particular pen refill which only the bookshop staff has access to. According to my brother's descriptions, the sales assistant was a young woman who was unattentive to my Mum's instructions. She also could not carry out Mum's instructions even after she was told three times, and kept on returning with the wrong pen refill for all three times.

"A 0.7 pen refill." Mum said, loud and clear. "Oh...orrr..." She went in and took another type of refill, but although it was a Pilot 0.7 refill, it was still the wrong type of refill! It was most extraordinary that she kept on making mistakes even after four tries. She finally succeeded on her fifth attempt and my Mum heaved a sigh of relief.

I feel that when managers choose and select their staff, they should test them for their attentiveness, especially those on the frontline who are required to deal with customers. Training is also neccesary. This is to ensure that they do not displease customers due to their lack of concentration and attentiveness.

Although my Mum has forgiven that particular staff, she hopes that she will know her work better in future.