Nothing like a manager who watches a customer berate you for no reason, does nothing to intervene, and then expects you to carry on as if it never happened. At some point, you’d think basic professionalism would matter, but apparently not. I'm tired of being treated like collateral damage.
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Why else does management exist, except to...well manage situations.. Sound like a failure in the management sector if the employee has to manage for him/her.
I used to work for Verizon as a manager... I remember when I stopped a customer mid-sentence and told them they need to appoligize to my rep. And showed them the door. Guess that is not what we do now?
Handle your own problems. Very rare you should have to get a manager involved. If you can’t do that and your manager isn’t getting involved then throw them in front of the bus with the customer so they have to get involved. Reps run the store. Not management. You set the tone not them.
That's when you excuse yourself from the customer by telling them your IBS is flaring up and walk them to your useless manager instead to take over.