Angry Customers
Upset customers might put you on the defensive, but you're better off if you can keep your cool.
If a customer comes at you with his fists flying, let him havehis say, and then calmly ask, "What can I do for you toresolve this situation?" Provided the request isn'tunreasonable, this is the best way to ensure your customer will notonly return to your store later, but will also refrain from rippingyou apart to his friends and family. Remember, positiveword-of-mouth is the only kind of publicity you need.
