How can i handle the worst situation in front office?

It depends with the issue at hand. If its anything to with the customer and a staff. They both should be asked to first come down and explain themselves. In the Tourism industry we say the customer is always right.So the best thing would be to let the staff apologize to the  customer ,then later settle the case with the staff.This is for the purpose of trying to portray a good image of the company.But if its a case of racism, abuse then the customer also has to be held accountable.