Describe something you saw that troubled you and how do you think it could have been handled?

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A customer spoke rudely and dismissively to an employee recently. Although the employee tried their best to help the customer and remain professional, they seemed overwhelmed. The customer refused to acknowledge or show appreciation for the work done by the staff. It was distressing.

This could have been dealt with more effectively if the manager of the store had intervened sooner than he did, instead of allowing the situation to escalate. Additional training could help employees to handle difficult customers. It is also important to ensure that there are sufficient staff available for peak hour work so no one has to face tense situations alone. Effective policies that clearly define acceptable behavior from staff and customers can make it easier to create an atmosphere of mutual respect.