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I think what youve got to do in this instance youve got to take away the customers audience because a lot of times theyll be looking to play up there like a theater of the complaint now that audience maybe fellow staff members it may be fellow shoppers but the important thing is to remove that audience and it might be that you say hey lets go back into our office we can have a chat Ill buy you a coffee or whatever and you get down to the issue at hand but in a one-on-one situation which will always work a lot better for you