"This is your line and you have to control it," instructor Monique Oakman told a classroom of students, all with criminal records, who were studying to be cashiers at ShopRite and Fresh Grocer supermarkets owned by Brown's SuperStores.
Hands rose when she asked them what the cashier could do to alleviate a potentially tense situation where a customer with only one item was stuck in line behind someone with a basket full of groceries.
"Direct the person to the self-service line," someone suggested.
"Apologize," someone else suggested, evoking their customer-service acronym, CALM — be calm, apologize, listen and make it right.
"Ask the first customer, `Would you mind if I take him first?'