"I once had a customer come into my store yelling about how they had just purchased produce the day before and it was rotten already. I remained calm and kept my tone pleasant and positive. I apologized for the problem and the inconvenience of having to come back to the store and asked them for their receipt. They did not have it and continued to be upset about the quality of the item and her wasted time having to come back. Because they were very angry, I was afraid they would become aggressive, so I talked to my manager to get approval to replace her items without the receipt. I was able to de-escalate the situation by being helpful and understanding and not getting emotional in response to their anger."

"I would politely ask the customer not to raise their voice at me and to allow me the opportunity to help them. In this type of situation, it's important not to raise your voice back and escalate the situation. If they stopped yelling at me, my first step would be to have them explain the situation to me, so I could better understand the problem and how to solve it. If it were something I could resolve for them at my level, I would do so in the most professional way and apologize for any issues or errors that were our fault. If the issue wasn't something I could solve, I would escalate the issue to my shift manager so they could assist me. If the customer continued to yell, I would remove myself from the situation and immediately get my supervisor or ask security to step in. I do have some customer conflict resolution training that I feel has greatly helped me navigate these type of situations in the past."