"If someone is having a hard day, sometimes all it takes is one interaction to tip the scales in one direction or the other. If a customer enters the store in a frustrated or aggressive mood, I try to give them extra attention or elevated service. I listen to their problem and do my best to find a solution. I stay calm and smile. Usually, my calm demeanor calms the upset customer, and my eagerness to help them makes them happy."

"In the past, I've had success with changing the trajectory of an interaction with an aggressive customer by patiently listening to their problems and remaining calm. I know that escalation happens when both parties become more agitated, so it's important that I stay calm when a customer becomes agitated. In extreme situations, if I'm unable to de-escalate a situation alone, I loop in one of my managers so we can resolve the situation together."