Try these tips:
·    Give a warm smile
·    Listen carefully to the visitor
·    Remain calm
·    Respond with meaningful comments

Examples:
·    “I can appreciate your problem…”
·    “I understand that you would like to bring the backpack into the gallery, however we do not permit…”
·    Offer to solve the problem… “Let’s see what we can do.”
·    If necessary, allow the visitor to speak with supervisory staff.

Two broad categories of irate guests include:
·    Those who have a specific complaint
·    Those who are upset about something other than the  (crying child, rainy day, etc…)

Please do not:
·    Challenge a visitor
·    Speak down to a visitor
·    Be baited by an irate visitor

If you notice a visitor leaning on casework in the galleries or propping his or her feet on platforms, you may say: “Excuse me, but I’m afraid you might set off our alarms.”

Should a visitor become tired and need a place to rest, you may point out available seating in the galleries or suggest a seating area located outside the last gallery.  This area can also serve as a cry area for young children.