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A Starbucks barista has been terminated after a viral video showed her muttering "bodoh" at two foreign customers struggling to place an order at the Kuala Lumpur International Airport Terminal 2 (KLIA2) outlet
The clip, which circulated widely on social media, captured a female barista appearing visibly impatient as two Chinese tourists, who spoke limited English, tried to order a promotional drink that was no longer available.
The barista could be heard saying "bodoh (stupid)" under her breath, drawing sharp criticism online for her unprofessional conduct.
Responding to the backlash, Starbucks Malaysia issued a statement on Monday, 22 September, saying they were aware of the matter and had taken immediate action following an internal review
The company confirmed the dismissal of the staff member effective 21 September, saying, "At Starbucks, respect is non-negotiable."
"We deeply regret that the behaviour displayed by the barista involved does not reflect the values we uphold at Starbucks.
"We are committed to creating a welcoming environment for all customers, regardless of their background, nationality, or language," it added.
The coffee chain also extended an apology to the affected customer and the public, while pledging to strengthen its employee training programmes to reinforce cultural sensitivity, respectful communication, and customer service standards among its staff.
