Originally Posted by
sbm12
Why does she "deserve" a reprimand? She made a mistake and then did the additional research and learned that she made a mistake and apologized. Accept the apology and move on. Not doing so is, IMO, bitter and vindictive.
Where is the benefit of her being "written up" for this event? Do you think that she is going to change her behavior more based on realizing herself that she screwed up or because the manager tells her she screwed up? I'm betting on the former, not the latter.
She deserves a reprimand for unjustifiable, outrageous behavior. Before she walks up to a customer and yells at him she should at a minimum be sure that she is right. The "additional research" should not have been an afterthought. Additionally, there is absolutely no reason for any professional adult to berate another, especially in a service industry where SHE is providing the service.
You can bet on the former all you like, but there are many employees who behave like this at CO. I would guess the primary lesson they learn is that they can berate customers with no consequences.
OP can and should include details about her apology but that doesn't absolve her from her previous behavior.