Illinois Server Uses ‘Black Belt in Customer Service’ to Expertly De-escalate a Whiny Karen, ‘She Wanted That Fight’

When you’re dealing with a Karen, it’s a challenge—they want you to match their energy. De-escalation is rare, but some people have an affinity for calming others down. As one woman in Illinois revealed, sometimes keeping your cool can go a long way. When she was confronted by a whiny Karen, she stayed levelheaded and expertly dodged the customer’s attempts at escalation. The server definitely has more patience than me!

TikTok user Erika showed off her “black belt in customer service,” as one commenter put it, against a rude customer. In the video, a Karen approaches a barista and asks her why her drinks are so expensive. She asks, “How does two $7 drinks come to $18?” Erika tries to explain she added mocha, a syrup, to her drink, which costs more. When the whiny Karen isn’t pleased with this answer, she tells Erika, “This just sucks. I’m gonna tell everyone not to come here.”

She wasn’t done, though. The Karen starts bashing the drink, insisting it would be better if she “make it hotter.” Erika suggests she could warm the drink for her. After all, to Erika, the experience “is worth me pouring that down the drain.” All this time, Erika is keeping her cool, because as one commenter pointed out, “She wanted that fight.” Meanwhile, I’m fuming someone would have the audacity to make a big deal about drinks costing $18 when Dunkin’ costs just as much.

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Erika went above and beyond, and handled it like a champ. Especially coming from someone who’s trying to cause a scene and defame your business. As a bonus, Erika mentions in the video the Karen is “no longer welcome at the trailer,” and like good business owners, Erika even apologized for the customer’s bad behavior.

“I work in customer service for over a decade and honestly the best way to calm people down is that exactly. Meet them with facts gently. And do not match their energy. Remain kind and neutral. Offer a solution. Watch how fast they simmer,” said one commenter. It’s underrated advice because Karens and boomers have no idea how to respond. It stuns them and takes the wind out of their sails.