Identify the service slip-ups in the following scenarios. Describe the steps you would take to correct it or to keep it from happening again.

1. A group of customers have been standing in line waiting to be checked out for at least 10 minutes. Several employees have walked passed them with no greeting or acknowledgement. Finally, an employee steps out from the back, and, without apology, goes behind the counter and starts ringing the first person up. What were the service slip-ups in this scenario? How can they be fixed or prevented from reoccurring?

1. A customer walks down the aisle where you and a couple of co-workers are stocking shelves. He stops at a vase and holds it up. "Is this handmade? Do you know who made it?" He moves on to some shirts and as he is browsing through them asks, "What type of fabrics are these? Are they made in America?" Next, he comes to a box of chocolates. "Are these chocolates dairy-free? Were they made in a factory where they could be contaminated with tree nuts?" The employees are becoming visibly annoyed by the barrage of questions, rolling their eyes and smirking at each other. One employee speaks up, "What do we look like, encyclopedias?" The man is obviously embarrassed, sets down his basket of items, and leaves the store. What were the service slip-ups in this scenario? How can they be fixed or prevented from reoccurring?