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1) NEVER tell them to calm down, no matter how hysterical they are. Telling them to calm down will only make them angrier.

2) Give them whatever they want, unless what they want is prohibited by the store's rules/policies. For example, say a customer comes into your clothing store and wants to return a sweater. But they don't have a receipt, and the store policy is absolutely no refunds without a receipt. Try to offer them an exchange, a store credit, or gift card instead.

3) Don't be rude to them, no matter how rude they are to you. You don't have to let them walk all over you, but neither should you talk back to them, or tell them off, no matter how much they deserve it. There are, of course, occasions when you just have to stand up for yourself, but generally speaking, the most unprofessional thing you can do is start bickering with the customer.

4) If the situation is getting out of control, or if you simply aren't getting anywhere talking to the customer yourself, then call a Manager/Supervisor for help. Ask the customer, "Would you like to speak with the manager?" The customer will most likely say yes, and then you can call the manager over to rescue you.

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