Explain to the customer what you could do to help them, if they are still being difficult, contact a manager.
Call the manager
Try to remain calm and polite and learn as much about the problem as you can.
tell the customer to calm down, get a supervisor, do not attempt to fight back
Hi, You can download a pdf page from : http://www.thinkhdi.com/library/searchfiles.aspx Hope it helps! Chaya