Handling Rude Customers: What This Airport Story Teaches Us About Patience and Wit

Dear All, How many times do we have to handle difficult and rude customers(For HR it is internal customers-our employees). This article gives an excellent example of how to deal with such a person. How to Treat a Rude Customer… An award should go to the gate attendant at Luqa airport. A crowded Malta-London flight was cancelled. She was the lone attendant in charge of re-booking a long line of inconvenienced travelers. 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. With her voice being heard clearly throughout the terminal, she said, "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 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." Regards, SC

Hi,

After reading this, I recollected an English lesson where I read that one person always behaves rudely with everybody. One time he met with the author where he had to pass. But the way is only for one person. The first person says, "I never give way to fools," for that the author says, "but I do." Your post gave a chance to recollect this. A rude customer is always memorable because he too faces the same.

Thanks & Regards,
Katyayani

Dear Katyayani,

The story goes like this: Sir George Bernard Shaw was out jogging and passed through a narrow hanging rope bridge where only one person could pass properly. The man he encountered was extremely well-built. He stared at the great Shaw and said, "I don't let idiots pass." Shaw moved aside, making enough space for the man to squeeze through, and replied, "I do," with a smile.

Thanks to both Swapna and Katyayani for your replies. Waiting for some more.

Regards,
SC