Sometimes when a customer is upset and agitated I will actively listen, maybe say "yes I can see how that's frustrating", or do an "effective pause" and the use of proximity to help indirectly de escalate the situation. It works pretty good.

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Second this. Agree with the customer when you can. Sometimes they tell me things that would 100% frustrate me too, so I get where they are coming from. Wouldn’t approach it the same way, but I do understand them.

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PREACH! I do this same thing. Honestly, customers like this are just frustrated and want to be heard. Once they know that they are being heard, they're harmless and much more cooperative. Great job handling these situations, OP!

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Yes, yes, yes. Listen, and feel their pain. Then have them suggest the solution (how can we fix this for you?) because I learned long ago that the customer will often suggest a solution that is far below what I am willing to do. And, if not, at least you know where you are starting the negotiations from.

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And I know sometimes this is easier said than done!

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Most people just want to be heard. I do the same thing

That’s a solid approach! Validating their feelings and using subtle body language can really help calm things down without escalating tension. Smart move!

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Back when I was getting started in the food world, I worked flipping burgers at In-n-Out. A man came in and said the burgers he had gotten weren’t right. He dumped the food on the counter and then he started throwing them back behind the counter. We gave him a refund and then his demeanor completely changed. He was calmer and he told us to have a great day as he left us to clean up the mess he made.

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