"One time, a customer was yelling and cursing about how it was taking too long for his turn to be accommodated. I knew that his behavior was due to frustration so I didn't take it personally. Instead, I apologized and gave him the opportunity to reschedule. He declined, so I offered him refreshments and books to read to keep his mind off waiting. He later apologized for his behavior and thanked me for being considerate. When it comes to handling unhappy customers, I believe it's always important to keep your cool, be friendly, and try to see things from the customer's perspective"