Dissatisfied Customers can become angry customers very quickly --we have seen this lately on numerous news reports. The cashier is usually the first person an unhappy customer speaks to in a convenience store. The cashier needs to be prepared to neutralize this customer professionally and quickly. This session will show actions needed to diffuse the escalation of a complaining customer to an angry customer and keep the cashier safe by understanding the ways to handle the situation. Attendees will work on developing store policies and a protocols for employees to follow.