Grit your teeth and remember ..... the customer is always right!

Sometimes it is really difficult to remember the customer is always right.

I am fully signed up to the concept that the customer is always right.

I love the following

Rule A

The customer is always right

Rule B

If the customer is wrong refer to Rule A

When dealing directly with customers at the front line in any organisation it is a real test to remember this when faced with difficult and 'patience testing' people who just don't want to listen or cannot let you try and explain a situation that may not be within your contol.

Congratulations therefore to the young lady featured in the following comical and yet profound example of customer care.

I hope you will laugh and enjoy reading it ... and at the same time remember there is a real message in this for anyone wanting to maintain good customer care.

Happy Wednesday ... the sun is shining!!!

THE AIRLINE ATTENDANT!


We can learn a lot from this girl.... 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A crowded Virgin flight was cancelled after Virgin's 767s had been withdrawn from service.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 n 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 Virgin 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."