Just Like The Energizer Bunny, The EEOC Keeps Going And Going And Going

Way back in June 2007, Ms. Sandy, who is hearing and speech impaired, filed an EEOC charge against Kroger, a grocery store chain, alleging disability discrimination when she applied for a position as a cashier, bagger and stocker. During its hiring process, Kroger uses a "Customer Service Assessment" ("CSA") created by a company called Kronos. The CSA purports to evaluate several human traits underlining "strong service orientation" and "interpersonal skills" such as controlling impatience, showing respect, listening attentively, working well on teams, and being sensitive to others' feelings. According to Kronos, applicants with higher CSA scores are more likely to be cheerful, polite, friendly, listen carefully, and communicate well with customers. Poor Ms. Sandy scored just 40%.