We've all had customers who seem to wear a perpetual frown but it can be downright frightening when we're forced to deal with a person who is out of control. They're angry and they're yelling. You can't reason with them because they don't even hear what you're saying. The worst part? The customer is always right. Try quietly repeating the word, "Sir" or "Ma'am" over and over and within a short time. Mr or Mrs Hothead should begin to calm down. Now we all know a customer isn't always right but the fact is, 99% of the time, they really are, We goof. A lot. And it isn't usually how we goofed but how it was handled when brought to our attention. Next step - agree with them. No one can argue for long if you're agreeing with them. Try repeating what they say..."So you ordered a medium rare steak that arrived well done." "The waiter looked frazzled and annoyed. You were made to feel like you were bothering him." Instead of getting yelled at, now you have a customer who is reporting a real problem. And you can get your fingers out of your ears.
Have a nice day....and come again soon!