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How To Handle A Difficult Customer

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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withdrawn from service.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

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