"(Situation) Recently, a customer came into our location visibly annoyed, and acting rudely by speaking loudly and interrupting the sales associates. (Task) As the customer service manager, it is up to me to face the situation and diffuse the issue. (Action) Taking a classy, helpful, yet forthright approach, I pulled the customer aside and used constructive communication methods to get to the heart of the situation. These communication methods included using 'I' language rather than 'you' language. I also focused on the problem rather than the person and paid close attention to the customers' body language, ensuring that I respected boundaries. (Result) In the end, the customer thanked me for taking the time to listen. He admitted that, although he was not happy with his product purchase, he could not deny that our service level was fantastic. (Qualifying Statement) This type of approach is constructive in dealing with upset customers and the public in general. I am fully aware that a rude customer is usually angry with the situation and not with me, specifically. I will always go out of my way to ensure that a customer is happy before our interaction is over."
