My dd2 has a "summer" concessions job at a large zoological park. (She will be attending her grad school in the fall.) Every night, she comes home, exhausted, throws her sticky uniform in the washer and proceeds to tell us about her daily adventures. She knows that people are hot and tired and my dd has a thick skin, so she is just incredulous at how some people behave toward young people who are working concessions jobs.
1) A customer yelled at dd's new coworker because the worker didn't know what type of apple juice was being served. When my dd said that the juice was Minute Maid, the customer yelled at both my daughter and coworker saying that "NO, Minute Maid is NOT apple juice!". She proceeded on a rant saying the "girls have some nerve trying to pass that off as apple juice!" The customer finally left, and my dd realized that the coworker was near tears, so she took her coworker to the back and started laughing. This made the girl ease up and she started smiling.
2) My dd often works at the beer cart and knows how to pour on tap (wonder where she learned that!) but, she constantly gets yelled at because of the price. The workers work in teams, so if a coworker is unfamiliar with the brands and tastes, the coworker gets yelled at by people who question why the worker is working at a beer cart.
3) Food gets made as it is ordered, so there is a small wait, (it's told to each customer and is also posted). The food is your typical fare: hamburgers/hot sandwiches, fries, soft drinks, cookies, etc. This is not a specialty restaurant. They try to accommodate dietary limits and allergies but they can't change their products. The workers have had trays and drinks thrown at them if:
a person has to wait,
doesn't have alternate foods (tofu, wheat grass, etc.), won't "make up a pizza for a child" (restaurant doesn't have pizza)
AC is not working, etc. The "kids" are amazed at the behaviors that adults will display when they don't get their way.
4) A customer insisted and yelled that she was entitled to a free refill because she had purchased a refill cup. My dd pointed out to the customer that the cup was from an aquatic park that was not related to the zoo. The customer then insisted that it shouldn't matter because a "refill was a refill".
We've told dd that people's emotions depend on their day, mood, meds, problems, etc. and to not take it personally. She's thick-skinned and knows that the lives of these people in their homes must be really bad and she feels sorry for them. Her concern is for her younger co-workers who are visibly shaken and become upset. She tries to tell them: it's REALLY not you, it's THEM. She tries to comfort them but has a hard time explaining adults behaving BADLY. I can't explain away the behavior.