DT
Dr. Tselane
Aug 13, 2026
I had lunch today at the Panera Bread in Victorville, and unfortunately, my first experience at this location was overshadowed by something I found extremely disturbing.
Raquel, the cashier who assisted me, was fabulous. She was pleasant, professional, and provided excellent customer service. However, while I was in the middle of placing my order, another employee, whom I later learned was Claudia, the General Manager, approached Raquel and began speaking to her in an extremely rude, demeaning, and verbally abusive manner.
Claudia loudly scolded Raquel about where bread had been placed, telling her, “Don’t you ever put this bread like that back inside,” while pointing toward an area behind the counter. When Raquel attempted to explain herself, Claudia cut her off and continued speaking to her disrespectfully. I then witnessed Claudia yell at a male employee as well.
As a customer, it was extremely uncomfortable and upsetting to witness. But I want to be very clear: this is bigger than how an employee should be treated in front of customers. No human being should ever have to experience verbal abuse. I don’t care who you are, what your position is, or what mistake may have been made. Every person deserves to be treated with dignity and respect.
This is especially concerning because I later learned that Claudia is the General Manager. A general manager sets the tone for the workplace and is responsible for modeling appropriate leadership, professionalism, and communication.
This goes far beyond customer-service training. Claudia would benefit from immediate training in respectful workplace communication, leadership and supervisory skills, conflict de-escalation, emotional intelligence, psychological safety, and appropriate employee coaching and corrective feedback. If an employee needs correction or redirection, that can and should be handled professionally and respectfully. Leadership does not require humiliation, intimidation, or verbal abuse.
In my professional work, I address occupational burnout, compassion fatigue, vicarious trauma, and workplace wellness. Workplace culture matters, and leadership behavior matters. When employees are repeatedly exposed to hostile, demeaning, or intimidating behavior, it can contribute to an unhealthy work environment and occupational burnout.
I sincerely hope Panera Bread takes this complaint seriously, speaks directly with the employees who were present, investigates Claudia’s conduct, and takes appropriate corrective action. I will also be forwarding my concerns to Panera Bread’s corporate office.
And to Raquel: Thank you for remaining professional and kind while assisting me despite how you were being treated. You provided excellent customer service, and I hope Panera Bread recognizes you for it.