First, realize you can't control anyone else's behavior. You have control only over your own actions. But you can influence how customers respond to you to some degree. When a customer tries to intimidate you, stay calm and ask, "What can we do to help?" This kind of question can also help you get away faster from a chatty, finicky or confused customer who monopolizes your time. Before you offer solutions, ask the customer how he would like the problem to be resolved. Offer choices whenever possible. ("Would you prefer to speak to the manager, or wait until I can finish ringing up these customers' purchases so I can give you more time?")