Web anvari.org
Anvari.Org
» Anvari.Org → Funplex → Job
Personal
Interesting
Misc.
Sarkhat.com

How to Handle a Difficult Customer


If you ever have a difficult situation to manage, you might consider the
approach offered by this obviously well trained Customer Service Officer.
Indeed, an award should go to the Ansett Airlines gate attendant in Sydney
some months ago for being smart and funny, while making her point, when
confronted with a passenger who probably deserved to fly as cargo.

A crowded Ansett flight was cancelled after Ansett's 767s had been
withdrawn from service. A single attendant was re-booking a long line of
inconvenienced travellers. Suddenly an angry passenger pushed his way to
the desk. He slapped his ticket down on the counter and said,"I HAVE to be
on this flight and it HAS to be FIRST CLASS."

The attendant replied, "I'm sorry sir. I'll be happy to try to help you,
but I've got to help these people first, and I'm sure we'll be able to work
something out". The passenger was unimpressed. He asked loudly, so that the
passengers behind him could hear, "DO YOU HAVE ANY IDEA WHO I AM?" Without
hesitating, the attendant smiled and grabbed her public address microphone:

"May I have your attention please, may I have your attention
please," she began - her voice heard clearly throughout the terminal.
"We have a passenger here at Gate 14 WHO DOES NOT KNOW WHO HE IS.If anyone can
help him find his identity, please come to Gate 14".

With the folks behind him in line laughing hysterically, the man glared at
the Ansett attendant, gritted his teeth and said, "F*** You!" Without
flinching, she smiled and said, "I'm sorry, sir, but you'll have to
get in line for that, too."



User Comments
I did not find the situation funny at all. Honestly, its not a good
approach for a customer who was already very angry. The Ansett
attendant probably approached it in a calmy manner but in a
provocative, sarcastic way that makes the passenger more upset. I dont
buy it.
Maria on April 24, 2007 at 08:43
i totally disagree i am a customer svc rep too and i will do exactly
the same as what the rep did the customer was rude in the first
place its not her fault things like that happens and why dont you
put your feet on the rep's shoes? how will u feel if it were u?
mario on July 04, 2008 at 02:24
i totally agree with mario's comment. you also have to put yourself on
the service rep's shoes to find out how you would really feel if a
customer would treat you that way. the rep tried her best to calm
herself & make the customer understand that she would love to help him
out but he just have to wait. the customer was just too rude to
understand her & i dont think it's fair for the rep to be judged that
she was sarcastic bcoz twas d customer's fault anyway why the rep
dcided to do that
DAVE on July 04, 2008 at 02:39

Leave a Comment

Name
Email (Optional)
Web Site (Optional)
Comment
Type 8822 here

More Job

  1. [page] 10 Husbands
  2. [page] 3-Minute Management Course
  3. [page] ATM Fees
  4. [page] A Helpdesk Log
  5. [page] Accountant Anthropology
  6. [page] Administratum: A Chemical Analysis
  7. [page] Are You Qualified to be a Professional?
  8. [page] Business Travel Policy Guidelines
  9. [page] Businessman
  10. [page] CEO in Action
  11. [page] CV Mistakes
  12. [picture] Calling in Sick
  13. [page] Career in Law Enforcement
  14. [page] Casual Day Memos
  15. [picture] Casual Day at Work
  16. [picture] Checking Your Desk
  17. [picture] Coke and Pepsi
  18. [page] Commuting for Beginners
  19. [page] Company Policies
  20. [picture] Complain 001
  21. [picture] Complain 002
  22. [picture] Complain 003
  23. [picture] Complain 004
  24. [picture] Complain 005
  25. [page] Computer Engineer
  26. [page] Consultant
  27. [page] Corporate Astrology
  28. [page] Corporate Envelope Solution
  29. [page] Corporate Lessons
  30. [page] Corporate Philanthropy-Misanthropy Ratio Holding Steady
  31. [page] Dear Bank Manager,
  32. [page] Dentist
  33. [page] Diary of a Federal Employee
  34. [page] Differences Between You and Your Boss
  35. [page] Dress As An IRS Agent For Halloween
  36. [page] Economic Theory of Women
  37. [page] Engineer and Manager
  38. [page] Evolution of Product Documentation
  39. [page] Fight Office Boredom!
  40. [page] First Men in Tights and Then Men in Ties
  41. [page] Generation X Office Lingo
  42. [page] Get email notifications from NetMind when this page is updated
  43. [page] Healthy Competition
  44. [page] How I Made a Fortune
  45. [picture] How Rumours Start in the Office
  46. [page] How to Attend a Meeting
  47. [page] How to Enhance the Manager-Employee Relationship
  48. [page] How to Handle a Difficult Customer
  49. [page] How to Interpret a Job Advertisement
  50. [page] How to Interpret a Resume
  51. [page] How to Keep a Healthy Level of Insanity in the Workplace
  52. [page] How to Not Get a Job
  53. [page] How to Recognize a Company Car
  54. [picture] How to Save Your Job
  55. [picture] How to Sleep at Work Without Being Caught
  56. [page] How to Write a Bulletin
  57. [page] Human Resource Guidebook
  58. [page] ID Ten T
  59. [page] Ideal Job Requirements
  60. [page] Interview Tips
  61. [page] Job Application
  62. [page] Job Application Question
  63. [page] Journalists and the Stock Market
  64. [page] Lawyers Never Ask a Witness
  65. [page] Lawyers Stupid Question
  66. [page] Letter of Recommendation
  67. [page] Management Definitions
  68. [page] Management Theory
  69. [page] Managing Director
  70. [page] Marketing
  71. [picture] Matador is in a Big Trouble
  72. [page] Mistake
  73. [page] Money
  74. [page] Mr Rogers in the Nuclear Neighborhood
  75. [page] Net Snoop
  76. [page] New Company Policy
  77. [page] Occupational Descriptions
  78. [picture] Office Life
  79. [picture] Organization Chart Birds Version
  80. [page] Organizational Theory -- Corporate Rowing
  81. [picture] Over 30 and Below 30 Employees
  82. [page] Pilot
  83. [picture] Positions and their Responsibilities
  84. [page] Prison Life vs a Full-Time Job
  85. [page] Prison vs Work
  86. [page] Pro Complainer Shares Secrets
  87. [picture] Project Illustrated
  88. [page] Project Manager
  89. [picture] Project Phases
  90. [page] Rejection Rejection Letter
  91. [page] Resume Tips
  92. [page] Rules for Frequent Flyers
  93. [page] Rush Job Calendar
  94. [page] Same Doctor Please
  95. [page] Smart Thinker
  96. [page] Someday, Somehow
  97. [page] Superior Customer Service Relations
  98. [page] Surgeons
  99. [page] Surgeons Talking About Patients
  100. [page] TV Dads: Who Brings Home How Much Bacon?
  101. [page] Taxi Driver
  102. [page] Telemarketing
  103. [page] The Afterlife
  104. [page] The American Dream
  105. [page] The Barber
  106. [page] The Electrical Engineer Versus The Programmer
  107. [page] The Future of Advertising
  108. [page] The Postman
  109. [page] The Purchase
  110. [page] The Six Phases of Every Project
  111. [page] The Truth About Investments
  112. [page] The Worst Job
  113. [page] Things Noted on Real Resumes
  114. [page] Thoughts on Banking
  115. [page] Tips From Secretaries to Managers: Enhancing the Relationship
  116. [page] Top Ten Ways to Get Fired
  117. [page] True Stories of the Doctors
  118. [page] Truth in Seminars
  119. [page] Understanding Engineers
  120. [page] Vision Problems at Work
  121. [page] Vocational Vacation Spots
  122. [page] Watch What You Ask For
  123. [page] Ways to Amuse Yourself During a Business Trip
  124. [picture] Why arent You Working
  125. [page] Will Work For Food
  126. [picture] You Can Never Win
Most Popular
Retrieved from http://www.anvari.org/fun/Job/How_to_Handle_a_Difficult_Customer.html

Anvari.org - Copyright © 1999-2008 Ahmad Anvari