rude rude rude

We have a policy where I work that we must hold appointments with credit cards. We do this to ensure that the guest shows up. We do this to ensure that the employee gets paid if they don't show up. while sometimes we are not able to collect payment as it is declined, it is an "insurance" that they realize this is something that should be taken more seriously than a trip to the mall...

With that said, when I tell a guest that "we need a credit card to hold your appointment, and the only reason we would charge it is in the event that you do not show up for the appointment, so that we are able to pay the employee for thier time."

The proper response is not: "that is bullshit, you should not need a credit card, I dont have a credit card, I dont see why you need it. I will not give you a credit card." Now maybe you have realized what I realized, you have a credit card, as you just stated you won't give it to me. Anyhow, no need to point out that they are a liar.

My response: "Ma'am, like I said the only reason we would ever charge your card is if you did not show up, so that we can pay for the employees time, as they do not get paid if you do not show up. I realize that you have every intention of showing up, however, things do happen."

Her response: "That is not right, I don't see why you need a credit card, I'm not giving you a credit card."

My response: "Again, we would only charge you if you didn't show up..."

Her response: "That's bullshit, this doesn't need to be so goddamm hard."

My response: "I don't apprecaite you cursing me, I would rather not continue this conversation at this time, please call us back when you have calmed down."

She hung up on me.