I’m betting the student was on the phone when she reached for the coffee.
The problem was that it was “too hot to handle” and she couldn’t hold onto it. Think of a “hot potato” that you’ve juggled when it’s too hot to handle ... except that full coffee cups don’t juggle very well ... :-) ...
But, the real problem here is the “unilateral determination” by the company as to whether a customer is in emergency medical need or not - and then deciding on their own that that the customer is not in medical need and this REFUSING to call 911.
Can you imagine the people on the jury hearing that and wondering to themselves how a pimply-faced teenager is going to determine that they don’t need 911, if they were the ones there and having a heart attack! ... LOL ...
After the jury hears that the customer was admitted into the hospital - by medical doctors for three days ... that’s going to seal the fate of that company.