Depends on the situation, but overall I first try to deescalate the customer and genuinely try to be helpful, but if the customer does not want to de-escalate or asks for absolutely outrageous demands, then I let them be whatever they want, just somewhere else.

I’ve been both a line employee and a manager. My answer depends on the situation.

I worked “everything except manager” in a restaurant that sold beer by the pitcher. There’s a local law that says you can’t sell “floaters” (a pitcher of beer with a cup of ice floating in it). Most customers who wanted one were capable of asking for a cup of ice like an adult so they could assemble it themselves if they wanted. This one guy got hot as hell about it. I told him, sternly, that it was illegal for me to serve him a floater but I’d happily bring him a cup of ice and what he did with it after I dropped it off was his business as far as I was concerned.

That shut him up. He left a tip of like … 37 cents or some shit so I paid to wait his table that night. That was as much as I was ever going to get out of him so I figured I did alright there.

With things that weren’t against the law, I’d tell them sweet as can be “That’s against our rules but I’ll go ask my manager to see if I can make an exception.” You can imagine for yourself how often I bothered actually talking to a manager and how often I did or didn’t get or grant an exception. If it actually mattered, I would ask a manager. If an American customer doesn’t like your answer, they’ll demand to speak to the manager anyway. Telling a customer no before having a manager tell you to do it anyway just invites more of the same. They’ll behave even more outrageously next time you see them.

Typically, your manager in a restaurant or retail location has only a fraction more power than you do.

As someone who has managed an in-house support team, if an internal customer is rude, cruel, or demanding to one of my employees or contractors, I won’t put up with it. I can and have, politely and firmly, told them they need to behave professionally. I’ll happily tell them that we’re not the ones who set the rules but we are responsible and accountable if we break them. And I will use my political power to make sure they regret it if they press on.

It sounds like your other, more experienced team member has decided that it probably doesn’t matter. Not being a 'Strayan, I can’t say whether they’re right or not. In an American context (outside of California anyway), I’d probably make the same call. After “checking with the manager.” 😉

One CO worker looked a rude old lady right in the eye and said “ma’am this is a place of business. When people do business they have to operate with mutual respect and trust. If we don’t trust each other to do our end of a transaction, we can’t exchange anything between us. If we don’t respect each other, we can’t exchange anything between us. I’ve been acting in trust and respect towards you, are you going to do the same for me? Because if you can’t, we can’t do business.”

She immediately stopped being bitchy and was never a problem again. It was the wildest shit I’ve ever seen.

Man I really need to get my eyes checked. I thought the title said “How do you deal with nude customers?”

I mean, my answer is the same regardless: Fuck 'em.

But yeah. I need glasses.

Never lose your cool. Smile and talk to them like they are a three year old.

Unfortunately in America, all and any retail bows to the wills of stupid fucking entitled customers. If it was my way, I’d allow at least a two limit outburst per week if I was managing a store chain. Don’t hit them, don’t do any harm, just express yourself and tell them how it is.

But, if you really do anything and I mean anything to a customer, it’s your job. It’s really bullshit how it works. However, if you plan to leave your job anyways, who the fuck cares? Let them have it.

Your colleague is a dick for not backing you up.

When I was in retail (Apple Store), we had a saying “Don’t feed the bears”. Meaning if you give in to petulant outbursts, the offender will keep coming back and asking for more.

Meh, shoulda called him a “Cunt”. That’s not an ok word with Americans.

j/k: not worth the trouble.

I’ve been in customer service in various roles for over twenty years. I’ve spent the last six in different positions in animal shelters, veterinary clinics, and am currently at a pet food manufacturer. Anything involving people’s pets leads to highly emotional situations, especially when things don’t go the way pet owners are hoping. I’ve dealt with people on some of the worst days of their lives. This leads to a lot of heated interactions.

You’re absolutely right, your coworker’s choice to give in to this man’s tantrum is not how that should have been handled. It rewards Karen’s nasty behavior, and it sends the wrong message to other customers. Staying calm, explaining policies simply, and not becoming defensive or arguing points that don’t matter is important. My golden rule is to avoid letting a customer get a reaction out of me by all means necessary. I usually tire them out with calm kindness and repetition, because they’re used to making people uncomfortable to get their way. I’ve got all day, Karen. At least I’m getting paid for this, while they’re wasting their own time.

I get my manager. That’s their job, it’s generally what the customer wants anyway, and I’m not paid enough to take abuse.

Used to work a chain coffee shop. Had a closing shift by myself, but would randomly get slammed with large groups of people. On occasion when customers were rude to me while I was trying to do everything on my own, I just snapped and swore at them and gave them the finger. I thought I was going to get fired when word got back to my manager, but all I ever got were raises and eventually promoted to assistant manager.

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It’s been decades, but I enjoy not giving them what they want. Unfortunately, management usually caves. If they are nice, I DGAF and will do whatever I can.

People suck and retail isn’t worth getting too worked up about, unless you desperately need the job.

Its been a few years since i worked in fast food/drive thru. But the highlight of my time there was when a car refused to take thier receipt. Literally threw it back at me when i gave them thier drink + reciept. (reciepts are given to all cars incase of an order mix up)

Walked over to the other window, and put the reciept in the bag with thier food.

We had bouncers dealing with them when I worked as a cook in Amsterdam at a grand cafe also selling hash and weed. If anyone was rude or entitled, mostly American or British tourist, they got dealt with pretty quick. I remember Americans going ballistic over orders, like “who put fucking tomato on my fucking BLT?!”, I could hear this woman screaming from th kitchen. Got launched by a knee from a bouncer, don’t be rude.