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 Virgin 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 Virgin flight was cancelled after Virgin'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been withdrawn from service.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 Gate14."
With the folks behind him in line laughing hysterically, the man
glared at the Virgin attendant, gritted his teeth and said,
"F**k You!"
Without flinching, she smiled and said,
"I'm sorry, sir, but you'll have to get in line for that too."
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 Virgin 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 Virgin flight was cancelled after Virgin'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been withdrawn from service.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 Gate14."
With the folks behind him in line laughing hysterically, the man
glared at the Virgin attendant, gritted his teeth and said,
"F**k You!"
Without flinching, she smiled and said,
"I'm sorry, sir, but you'll have to get in line for that too."
