if you go at them and say hey, listen, that is what happened, bedetailed and don't get too emotional and say can you help me? that will let the person give you their full consideration. kill them with kindness. >> so hard to do that when you're angry. you say don't let it escalate by asking for the manager, at least, not right away, why is that? >> some people go guns blazing, i want to speak to a supervisor right away. chances are your problem, unless really complicated can be solved. so have a thorough conversation with that person and if after some time you're not getting the resolution you want and you think that's a realistic resolution to ask for, ask for a manager. the person that picks up the phone is trying to help you, so give them a shot. >> does it help me when i go in what i want, what the remedy it is i'm seeking? i want you to take the goods back, give me a store credit, 10 extra dollars of bonus bucks for my troubles, something like that? >> set expectations early on. say what you're looking for. chances are the retailer won't offer up the store. they won't do somethi