Sprint Store

Nicole was amazing !!! Outstanding customer service skills … Watched her put 3 smiles and make aggravated customers walk out happy with a smile (including myself)… If not a store manager, you should make her one … Everyone should be trained to have her skills !!!
Sincerely, Meghan (sprint customer)

to make a long story short, I was upset (but not unreasonably angry) about a policy change involving «authorized account holders» not being able to make changes to the account. I was working red-​haired woman, who was apparently a manager. When I vented my frustration (my exact words were, «this sucks» and «that’s bullshit»), the manager became VERY defensive, telling me that my language was inappropriate and she ought to ask me to leave. I explained to her that I was frustrated with the situation and not her… unfortunately she continued to take my comments VERY personally. With a few more exchanges of words, she began crying, stood up abruptly, and ran for the back room saying something like «I can’t deal with this» and disappeared, sobbing.
I got help from another associate, and her plus another employee told me that this manager is always like that, cries and refuses to deal with any customers that are upset. The rest of my visit went through without incident, with both employees being very helpful.
My question is, what is this person doing in retail, and how did she manage to become a manager? She was ready for a confrontation before I even said anything, she wasn’t very friendly to begin with. Because of her I likely won’t be returning to this location.