Lucy N

Poor management behaviour

I would like to raise a serious concern about the service environment and staff treatment at Kit Kat Kliptown. I am a regular customer and visit the store almost every month, but during my recent visit I was very uncomfortable with the way employees were being treated by a lady who appeared to be supervising staff. She was wearing a cream-white tracksuit and was speaking to employees in a disrespectful and aggressive manner in front of customers. What concerned me the most was how the cashiers were expected to assist multiple customers at the same time. One cashier was still busy helping a customer whose card payment had not gone through, yet another customer was sent to the same cashier before the first transaction was completed. This created confusion, unnecessary delays, and a lack of customer privacy because I had to stand there while the other customer was busy on her banking app trying to sort out her payment. No customer should have to witness another person’s private banking issues while waiting to pay. It also places unnecessary pressure on the cashier, making it harder for them to work properly and provide good service. I asked another employee who the lady was, and I was told she works in HR. If that is correct, then her behaviour was even more disappointing. HR staff should create a professional and supportive environment, not shout at employees or make them feel small in front of customers. The staff at the store already work under pressure, and treating them harshly only affects morale, customer experience, and the reputation of the business. Good leadership and respectful communication are important in retail environments. I hope management looks into this matter seriously because loyal customers may stop supporting the store if this kind of behavior continues.