"I know customers are just people like the rest of us -- sometimes we all have bad days! If a customer were upset, I would be sure they felt heard and understood, and then I would let them know that I would do everything I could to address their concerns. Sometimes people just need to know that their problems are important to someone else. I always maintain my cheerful disposition and positive attitude about the problem while developing a solution that makes the customer happy."

"Most places I have worked have procedures in place for these kinds of scenarios, and I am happy to follow the procedures put in place by CVS Pharmacy. However, if a customer becomes aggressive towards me or my coworker, I would first remain calm and composed. I would try to understand the customer's concerns and communicate with them in a respectful and professional manner. If the situation worsens, I would call for a manager or security to intervene. Ultimately, my goal is to de-escalate the situation and ensure the safety of myself, my coworker, and the customer. It's important to remember that even in difficult situations, treating the customer with respect and empathy can go a long way in resolving the issue."