A visibly upset customer approaches you at the register. As the associate, what is your BEST response?

• A. Make eye contact and ask about the customer's experience.
• B. Proceed with the customer's transaction as usual.
• C. Make eye contact and ask if the customer is okay.
• D. Ask if the customer would like to speak with someone.

Answer: (A)

When a customer is visibly upset, the goal is to acknowledge their feelings and invite them to share what happened so you can help. Making eye contact signals you’re present and paying attention, and asking about their experience opens a conversation focused on understanding the issue and finding a solution. This approach de-escalates tension by showing you care and are ready to assist, rather than brushing past the moment or jumping into the next step without context. It also sets you up to tailor the response—whether it’s correcting a mistake, explaining what happened, or offering a resolution.

Continuing the transaction as usual ignores the upset and can worsen frustration. Asking if the customer is okay is polite, but it doesn’t elicit the specifics of what went wrong or what they need. Suggesting someone else to talk to is appropriate later, after you’ve heard them out, but the best first move is to invite them to describe their experience so you can address it effectively.