I find it especially strenuous to be nice to someone when they are yelling in my face… This type of issue does not happen entirely often, but from time to time I will run into an annoyed customer that does not have the wish to calm down.
Last year was the first time in a very long while that I had an irate customer.
The woman was pretty angry about the price that I estimated for an air conditioning machine repair. She claimed to have acquired a cheaper estimate from a very different AC machine service company. I told the woman that I would be willing to adjust my price if I could look at the other estimate. She refused to produce the estimate, so I could not lower the price of the AC machine service any further. The woman called me a bunch of different names including a liar, thief, plus cheat. After the woman clearly was not going to calm down, I left the address plus contacted my boss. The woman called my boss to complain about the service that she acquired plus he mentioned the fact that she was shouting plus could not produce the other estimate at all. The lady started shouting at my boss plus he politely told her to shut up plus be quiet. The customer hung up the iphone plus did not call anymore after that. I doubt she ever acquired a better estimate, because the price that I was charging her for the AC machine service was well under the national average plus I gave her a solid 10% discount for being a first-time customer.