i work as a manager in a retail store . We get a our fair share of difficult customers in here too who either want something for nothing , think they are entitled to free stuff because they have been waiting a minute longer than they would like in a queue or people who have had a hard day at work and decide to take it out on our sales assistants . I am fortunate in respect of the fact that the management team above me recognize the fact that not all customers are good for business and I am confidently able to tell customers not to abuse our people and that they will be refused service if they are rude or abusive towards the sales assistants or the managers for that matter . I am courteous with every customer I come across until they are otherwise with me ,and majority of the time customers are entirely satisfied as we do our best to be as helpful as we can be .
I used to be a supervisor in another shop and their policy was that the customer was always right , this is the kind of place you get a £10 voucher from for complaining , i hated working there because whenever a customer kicked up a fuss the management would listen to and believe these customers over their own people(even junior managers and supervisors) , the people they work with day in day out and the people they have invested so much time and money in training .for that reason staff spent more time tending to the needs of the customers that where prepared to be rude to staff just to keep them from complaining which meant your customers who weren't rude or abusive didn't get as good a service as they should have