I haven't been to the supermarket lately, or rather, when I have, I've used the self check-out. But today I used a normal checkout. There was a short queue, it was busy. And as each person reached the cashier, she said "sorry to have kept you waiting". As she had doubtless been told to do.
CORPORATE OVERLORDS, LISTEN TO ME.
If you wish to imbue the grocery shopping experience with something approaching courtesy and grace, do not inform your members of staff to robotically repeat the same phrases, unless you wish to create - and I suggest you note this down - the impression that the cashier hates each and every customer. Nothing says "I'm not sorry" better than the exact circumstances you have created.
The self-checkout is a kind of robot. It generally works well. But that doesn't mean you should extend the brand values of this worthy automaton to your entire workforce, particularly - and I suggest you also note this down - the customer-facing part of your operation. Believe it or not, human beings can tell when human beings are behaving inauthentically.
I have finished now.