<table cellspacing="0" cellpadding="0" border="0" ><tr><td valign="top" style="font: inherit;">Christopher said, <br><br>>I think the correct response is something along the lines of you will<br>empathize with the customer, commiserate with their upset, and then provide<br>solutions to their problem. Diverting their attention to something else in<br>the store just tells the customer, "I don't care about your issue, but look,<br>here's a bunny!"<<br><br>I can't agree with you more, Christopher. Empathizing and commiserating is exactly how I used to get by with taking hundreds of dollars from drunks while working as a Table Games Dealer at the two casinos I where worked [recursively] AND _kept_ them as regular customers, some of which even _followed_ me to the second casino when I 'moved'! I was told on more than one occasion by more than one person that I was one of the few Dealers, if not the only one, they had that actually treated people
like people.<br><br>Of *course*, in a retail situation, I would use that very same tactic and then once the person calms down, I would then go about finding a solution adding the diversion tactic as one possible solution.<br><br>@ The whole group. Please accept my apologies for allowing my "signature" to go to the discussion list. I didn't really intend to spam y'all.<br> <div> </div> <div> </div> <div> </div></td></tr></table><br>