Winter Cam-dle

Got told i was bad at de-escalating by the exact customer causing a scene to start with, for reminding a newer manager who needed genuine help with understanding some of the rules, about what the procedure is regarding returns, and in my head I was like "oh so you admit it? You admit you are intentionally escalating the situation to try and get your way instead of going through the same motions all the other customers have to go through?"