I shut it down.
I had this happen when someone started yelling at me over procuring a phone (We only have a phone in our back office) and he just started yelling at me about how “you’re a business! You need to let me use a phone god damn if” I said “Well I can’t help you. There’s a fire station down the street, maybe they’d help you.” (I’m not letting anyone in BOH, and they’re not using my phone because I live near a huge homeless pop AND if they call their friend, I can be harassed *as they know where I work AND have my phone number*….
So my initial response was: “Sir, I’m sorry,” *gets yelled at* “Sir. Stop yelling.” *continues to be yelled at* “You need to leave.” *gets told he’s gonna call the cops to arrest me because I’m a business and he needs a phone* “Okay. Fine. I don’t care, you need to leave.” *continues to say he’ll call the cops* “I’m done. Bye.” *walks away and just shakes my head*
(That being said, if I had a phone near the registers, I’d happily allow him to use it. But I reserve the right to not use my own belongings AND it’s not within my job description to be anyone’s chauffeur/wait on them as though I’m their caretaker.

Firmly tell them we do not tolerate anyone being treated as such in our store, partner or customer, and tell them to stop or leave.

Yelling in the store at all violates the third place policy because it's disrespectful and disturbing so we have every right to ask them to leave.

Basically you can interrupt the customer, don’t yell but in a unyielding tone tell them you’re getting the supervisor and grab the newbie and disengage. We don’t get paid enough to take yelling. Shifts are paid more and are suppose to handle customer issues unless a manager is there. I’m protective over my baristas so As a shift I’ve just hopped in and gotten the newbie out

Grab your SSV.

I’ll be more than glad to deal with it. I shut that shit down.

Just be firm , cut them off and tell them they cannot treat partners that way and you will not continue to serve them, if they continue just tell them to leave

I’ve tried to Make the Moment Right with a very stubborn and rude customer. After like 2 minutes of her berating me I turned away, voided her payment, gave her the void receipt, and asked her to come back only if she was ready to act like an adult.

This was early pandemic era. People were wild, but Starbucks was so desperate for workers that I got to match customers’ energy.

“Sir/mam there is a way we can communicate with one another and this is not respectful. We’d love to make it right for you, i ask that you speak to us without raising your voice so we can better understand your needs and it maintains the environment and cafe store policies.” Just want to say, this doesn’t just come to my head in the heat of the moment. That’s why roleplays in training modules may seem silly but they’re really important.

As a shift I’d shut it down right away. Ain’t nobody yelling at my partners

I like how not only are we supposed to do our normal jobs we're supposed to have minor training in deescalation and therapy to interact with the public. Jfc.

As someone who has been in a Shifley position with various companies, I tell everybody that works with me and under me that I have a zero tolerance for any sort of abuse towards employees. I would kindly but very firmly let them know that I do not support their actions and that they are not welcome at the store.

I just tell them “we do not allow yelling in our store. You are welcome to stay but if you are disrupting the space, I’ll need to ask you to either leave or stop. I don’t care what happened NOTHING gives you any excuse to behave like this. I will be reasonable if you are reasonable. If you disrupt the space for others, I’ll disrupt your ability to be here, so I’ll tell you again either balance your tone or leave before I call the police and have you removed for disorderly conduct. Your choice”.

If a member of management is present i then go get them, or if it’s just me as a shift I’ll turn away for a second and let them sit with themselves briefly. After 5 seconds max I’ll return and it they’re reasonable I’ll be reasonable but if not, I’ll remind them they are asked to leave for their behaviour. I’m a little unhinged while being grounded in being aware and transparent as to what is happening so when I go off, I have nothing to lose and I *know* I’ve done everything right so far. But at the end of the day, it’s sugar coffee and customers can scream all they want, 99% of them just come from some sort of self problem suffering and can’t or won’t do shot

i tell them to be respectful if they want the help they need. or to take it up with the helpline for refunds and stuff