"The Ranger" <[email protected]> wrote in message > > My point to Ed was that an individual drone (salesclerk) does not > have the authority to make those type of business decisions. If a > customer is being too ornery, then s/he should bump the upset > customer up a level. If s/he is so thin-skinned that they can > handle confrontation of any type, then sales isn't the job for > them. (And you'd be amazed at how many milk toasts are in sales.) > > The Ranger Individual drone? My, you certainly do show a lot of class with that generalization. You are correct that a berated clerk should bump the customer to the next level, but the OP was the top level at that time in that store. Someone always has to be in charge, have authority to maintain control, and have some guidelines to work with. Some confrontation is a part of dealing with customers, but like everything else, there has to be a limit. I cannot respect anyone that either takes or allows an employee to take excessive abuse. No, I'm not talking about a customer that gets a little louder than normal returning with a damaged product, I'm talking about the outright pigs using foul language and screaming.