This is my friend's experience at the store.

She was at the outlet to purchase a packet of milk. When she went to the cashier to make payment, a lady customer was before her in the queue to make bill payment. As she was only purchasing a single item, my friend enquired the cashier if she could have her turn first. Immediately the lady customer turned upon my friend and began lashing out at her of trying to cut the queue. At this point, a second cashier came to attend to my friend. My friend made payment and walked out of the store.

After some thought, my friend decided to return to complain about the matter to the person-in-charge. But the lady customer was still in the store, and my friend heard her telling other customers as well as the service staff that she was cutting the queue. At the heat of the moment, my friend scolded her back, and she threatened to call the police. During all this while, the 3 service staff there merely kept silent and made no attempt to restrain the lady customer in question, in speaking ill of or making false accusation of my friend.The cashier did not even clarify that my friend did not cut the queue, and was only asking if she could have her turn first as she was making a quick purchase, as opposed to a bill payment which will take longer. Such requests, I believe, are quite common in many shopping queues.

Do all of you think the staff should have step in to resolve the matter?

My friend sent an email to complain, they replied that they will look into the matter. But it has been 1.5 month since and they never got back to her.