Ask Lemmy
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One CO worker looked a rude old lady right in the eye and said "ma'am this is a place of business. When people do business they have to operate with mutual respect and trust. If we don't trust each other to do our end of a transaction, we can't exchange anything between us. If we don't respect each other, we can't exchange anything between us. I've been acting in trust and respect towards you, are you going to do the same for me? Because if you can't, we can't do business."
She immediately stopped being bitchy and was never a problem again. It was the wildest shit I've ever seen.
Staying calm and speaking both rationality and politely does work wonders. It disarms most irate people. I just had to use the technique on some grumpy neighbors.