Shocking checkout behaviour exposed by Coles shopper—is the younger generation to blame?
- Replies 31
In a world where the pace of life seems ever-increasing, and technology is at our fingertips, it's easy to forget the importance of human interaction and the value of good old-fashioned customer service.
This was highlighted in a recent incident at Coles, which has sparked a fiery debate about generational attitudes towards helping others, particularly the elderly.
A Coles shopper, Mahlea, took to social media to share her dismay after witnessing what she described as an 'embarrassing' interaction between a teenage employee and an elderly customer at the self-serve checkout.
The incident, which unfolded during Mahlea's routine grocery run, left her feeling compelled to speak out about the lack of assistance offered to the senior shopper.
According to Mahlea's account, an elderly man, who she estimated to be in his 80s, approached a young Coles employee for help obtaining a shopping bag.
‘He would have been like 15 years old, I think this kid was. This old man was like, “Oh, I need a bag. Could I please grab a bag?”. And the kid goes, “Yeah, they’re over there,”’ she said
The employee's nonchalant response toward the bags seemed dismissive to Mahlea, who felt that the situation warranted a more hands-on approach, given the customer's advanced age.
The situation escalated when the elderly man, after retrieving a bag, sought further assistance with the self-serve checkout process.
Mahlea shared that after retrieving the bag, the elderly man asked: ‘What do I do?’
‘And the kid walks up to him and goes, “You scan the barcode” ... I wanted to be like, “HELP HIM,”’ she added.
The teen's instruction was, in Mahlea's view, insufficient support for someone who might not be as tech-savvy as younger generations.
Mahlea's frustration was palpable as she recounted the incident, expressing her shock and urging others to instil values of courtesy and empathy in the younger generation.
Her plea to fellow and future parents was clear: raise children to be kinder and more helpful, especially towards the elderly.
She said, ‘Can we promise each other as people—I’m pregnant [and] I have a four-year-old—as people with young children or if you’re going to have kids, let’s not raise them to be that way because it’s f****** embarrassing.’
‘They have no emotional intelligence beyond, like, the internet... know it’s not all of them but if your kid is one of those ones, sort it out.’
The video quickly ignited a heated debate online, with many echoing Mahlea's sentiments that customer service, particularly from younger workers, is declining.
One user said, ‘Spot on! Just general manners and consideration all gone out the window.’
‘The newer generation is just not okay, they don’t wanna work and are so lazy,’ another added.
Some lamented the loss of basic manners and consideration, while others shared their experiences working in retail, noting a perceived lack of work ethic among some younger employees.
However, the conversation wasn't one-sided.
Several commenters came to the defence of the young worker, suggesting that inadequate training or previous negative experiences with customers could have influenced his behaviour.
They highlighted young workers' challenges, including dealing with customer abuse and the pressures of a first job.
One woman said, ‘Probably had 10 other “older people” shout at him about how there should be more people at checkouts! My son gives [exceptional] customer service but has still been shouted at, pushed, and lectured!’
Another user points out, ‘l think we need to give 15-year-olds a break. l remember sucking at my first job, but l ended up running multiple businesses. We have to remember that the teenage brain is still not fully developed.’
Source: TikTok / @mahlea__shaye
In response to the controversy, a Coles spokesperson emphasised the company's commitment to customer service, detailing the training and encouragement provided to team members to assist customers in various ways.
The spokesperson said, ‘Whether it be packing their bags effectively, offering to scan bulky items at the self-service checkout area for them, helping them to find an item in the store or even reaching a product that’s up high, it’s all about offering the best possible customer service experience for them so they come back time and time again.’
The spokesperson added, ‘We are constantly evolving and carrying out various training approaches with current and new team members across the country to ensure a seamless and efficient shopping experience for our customers.’
This incident raises important questions about the expectations we place on customer service and the role of compassion in our interactions with others. It also highlights the potential generational divide in attitudes towards work and service.
While it is easy to point out the lack of customer service in recent times, it is also important to be empathetic.
In the past, we have covered stories about retail employees that would make you understand their plights and remind you that they’re human too.You can read one such story here.
Have you encountered similar situations? Do you believe there's a generational gap in customer service, or are these isolated incidents that don't reflect the attitudes of an entire age group? Let us know in the comments below!
This was highlighted in a recent incident at Coles, which has sparked a fiery debate about generational attitudes towards helping others, particularly the elderly.
A Coles shopper, Mahlea, took to social media to share her dismay after witnessing what she described as an 'embarrassing' interaction between a teenage employee and an elderly customer at the self-serve checkout.
The incident, which unfolded during Mahlea's routine grocery run, left her feeling compelled to speak out about the lack of assistance offered to the senior shopper.
A shopper shared an 'embarrassing' interaction at a Coles self-serve checkout. Image Source: Shutterstock / AustralianCamera
According to Mahlea's account, an elderly man, who she estimated to be in his 80s, approached a young Coles employee for help obtaining a shopping bag.
‘He would have been like 15 years old, I think this kid was. This old man was like, “Oh, I need a bag. Could I please grab a bag?”. And the kid goes, “Yeah, they’re over there,”’ she said
The employee's nonchalant response toward the bags seemed dismissive to Mahlea, who felt that the situation warranted a more hands-on approach, given the customer's advanced age.
The situation escalated when the elderly man, after retrieving a bag, sought further assistance with the self-serve checkout process.
Mahlea shared that after retrieving the bag, the elderly man asked: ‘What do I do?’
‘And the kid walks up to him and goes, “You scan the barcode” ... I wanted to be like, “HELP HIM,”’ she added.
The teen's instruction was, in Mahlea's view, insufficient support for someone who might not be as tech-savvy as younger generations.
Mahlea's frustration was palpable as she recounted the incident, expressing her shock and urging others to instil values of courtesy and empathy in the younger generation.
Her plea to fellow and future parents was clear: raise children to be kinder and more helpful, especially towards the elderly.
She said, ‘Can we promise each other as people—I’m pregnant [and] I have a four-year-old—as people with young children or if you’re going to have kids, let’s not raise them to be that way because it’s f****** embarrassing.’
‘They have no emotional intelligence beyond, like, the internet... know it’s not all of them but if your kid is one of those ones, sort it out.’
The video quickly ignited a heated debate online, with many echoing Mahlea's sentiments that customer service, particularly from younger workers, is declining.
One user said, ‘Spot on! Just general manners and consideration all gone out the window.’
‘The newer generation is just not okay, they don’t wanna work and are so lazy,’ another added.
Some lamented the loss of basic manners and consideration, while others shared their experiences working in retail, noting a perceived lack of work ethic among some younger employees.
However, the conversation wasn't one-sided.
Several commenters came to the defence of the young worker, suggesting that inadequate training or previous negative experiences with customers could have influenced his behaviour.
They highlighted young workers' challenges, including dealing with customer abuse and the pressures of a first job.
One woman said, ‘Probably had 10 other “older people” shout at him about how there should be more people at checkouts! My son gives [exceptional] customer service but has still been shouted at, pushed, and lectured!’
Another user points out, ‘l think we need to give 15-year-olds a break. l remember sucking at my first job, but l ended up running multiple businesses. We have to remember that the teenage brain is still not fully developed.’
Source: TikTok / @mahlea__shaye
In response to the controversy, a Coles spokesperson emphasised the company's commitment to customer service, detailing the training and encouragement provided to team members to assist customers in various ways.
The spokesperson said, ‘Whether it be packing their bags effectively, offering to scan bulky items at the self-service checkout area for them, helping them to find an item in the store or even reaching a product that’s up high, it’s all about offering the best possible customer service experience for them so they come back time and time again.’
The spokesperson added, ‘We are constantly evolving and carrying out various training approaches with current and new team members across the country to ensure a seamless and efficient shopping experience for our customers.’
While it is easy to point out the lack of customer service in recent times, it is also important to be empathetic.
In the past, we have covered stories about retail employees that would make you understand their plights and remind you that they’re human too.You can read one such story here.
Have you encountered similar situations? Do you believe there's a generational gap in customer service, or are these isolated incidents that don't reflect the attitudes of an entire age group? Let us know in the comments below!
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