As a manager, at times we are called to sales associate station to talk to angry customers, sometimes because of store policy we simply can't approve their return, you have to find a way to quickly escalate the situation and never argue with the customer, best approach is after you make the decision state it firmly and a quick explanation why be nice and let them know that we appreciate and value them as our customer ,if they continue to complain or argue move to the side out of the way and listen to their concerns, never use open ended comments.