It is a Saturday evening and a couple enters your restaurant. You greet them with the usual pleasantries, saying,"Good evening sir/madam, a table for two?"

The gentleman responds,"Well, does there look to be more than two of us?"You then show them to their table and give them the menu and ask if they would like a pre-dinner drink. With that, the man responds,"We have not even had a look at the drinks list, how would we know what we would like to drink?"

What type of behaviour is the customer demonstrating?

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What feelings could this customer's behaviour and language triggerin you?

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What other signals could alert you to this customer being a problem?

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What methods could you employ to diffuse any possible conflict with this customer?

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