My philosophy in life is to "Never take anything personal" If someone is rude they may be having a bad day or dealing with some difficult personal or family troubles, the point is you never know, and their mood whether it be good or bad, has nothing to do with you. The only thing you have complete control over is how YOU react. You can take control of the situation and make it either a good or bad experience for both you and the customer. Try to keep in mind that the way they treat you is not personal. As long as you stay up beat and positive then the situation will be that much more pleasant. Always keep a smile and dont let any of YOUR personal problems sneak their way in to how you handle your customers. If you have a difficult customer then try to keep in mind maybe theyre having a bad day and the last thing they need is another thing to add to their problems. Handle them gently and efficiently. Listen carefully to their request so that they dont get more upset for having to repeat themselves. Try to handle their concerns as efficiently as YOU can, if you dont think you have the necessary skills to assist them then immediately lead them to someone that you know can. The last thing an upset customer wants is to deal with an employee who does not know what theyre doing or to be passed around to employee after employee. Dont try to assist with a problem that you are not trained to assist with.