A staff member slapped a customer amid an emotional conflict at a coffee shop in eastern China.

The shocking video was filmed in Shanghai on June 17.

A female customer became impatient while waiting for her coffee, as she was in a rush to catch a flight. She expressed dissatisfaction with the wait time. In response, the staff member explained that she had been informed of the wait for four orders, approximately eight minutes, and offered to cancel her order if she preferred, but the customer did not agree. Emotions escalated between the two parties during the argument.

During the dispute, the male staff member engaged in physical conflict with the female customer and even slapped her. Other customers and passersby intervened to separate them.

Local police promptly intervened after the incident. Following mediation, both parties resolved. The male staff member apologized to the female customer in person for his actions and neither party sustained injuries.

The video was provided by local media with permission.

6月17日，位于上海市浦东新区梅花路1047号的Manner咖啡门店内发生了一起店员与顾客之间的争执事件。据悉，该事件起因于咖啡制作等待时间过长，进而引发双方激烈的口角，并最终升级为肢体冲突。

据现场监控视频显示，事发当天，一名女顾客在店内等待咖啡制作，因急着赶飞机，对等待时间过长而表示不满。店员则在回应中表示，已经提前告知需要等四个单子，大约8分钟，如果不满意可以退单，但这一提议并未得到顾客的认可。随后，双方的情绪逐渐激动，争执不断升级。

在争执过程中，一名男店员与女顾客发生了肢体冲突。据视频显示，男店员甚至扇了女顾客一耳光。随后被其他顾客和路人拉开。

事件发生后，辖区派出所迅速介入处理。经过调解，双方最终达成和解。男店员已当面向女顾客承认错误并道歉，而双方均未受伤。
然而让人有些意外的是，就在同一天，在上海市威海路716号的另一家Manner咖啡门店，也发生了一起争执事件，一名女店员情绪失控，将一杯咖啡粉泼向了顾客。

Manner咖啡品牌方对此事件高度重视，并表示将进一步加强员工培训，提升服务质量，以避免类似事件的再次发生。同时，品牌方也对受到影响的顾客表示诚挚的歉意。

一天之内接连发生两起争执事件，无疑给Manner咖啡的品牌形象带来了负面影响。这两起事件暴露出该品牌在员工管理、服务质量和应对突发情况方面存在的问题。

资料显示，2023年10月30日，Manner在上海北外滩迎来第1000家直营门店。一天后，Manner宣布1100家店时代即将到来。一个月后又表示将迎来全国第1200家店。Manner的快速扩张，如同一部加速运转的商业机器，追求高效与利润最大化的同时，似乎忽略了“人”的温度。
在Manner咖啡店的冲突中，有人看到了打工人的无奈与辛酸，他们承受着高强度的工作与无情的投诉制度。这个事件背后也引发一系列思考，速度的提升，不应以牺牲和谐关系为代价；企业的扩张，不应以牺牲员工心理健康为代价；社会的进步，不应以牺牲个体的尊严为代价。