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Yeah. This just seems like a reaaaaaly basic training issue. But I think you're in trouble when you've got management that says:
"We're all of different races here in this store. So she didn't mean any harm, didn't mean to stereotype against her, to discriminate against her, but that's how she took it." With talent like that, any one of a million situations popping up that require judgement that training doesn't cover are going to put you at risk. I guess you get what you pay for.