But why do arguments happen? Rising tensions, broken promises, and personal issues can all cause a customer to raise their voice and cause a disruption. One study from the Institute of Customer Service found that 56% of the customer-service employees surveyed experienced ‘increasing levels of hostility’ during the COVID-19 pandemic. As we can see, arguments can happen for any number of reasons. Unfortunately, there is no way to avoid conflict in customer-facing positions. The only solution is to assess the situation and react appropriately.