MSYtristar From United States of America, joined Aug 2005, 6347 posts, RR: 50 Posted (10 years 6 months 1 week 1 day 10 hours ago) and read 3305 times:
Ah, the trials and tribulations of being an airline Customer Service Agent in today's world.
Yesterday, one of our elite frequent flyers ravaged me with harsh comments at the gate because there were no more aisle or window seats left on the plane. He demanded a bulkhead seat. I kindly informed to him that all the bulkheads were taken with unaccompanied minors and disabled passengers. To make a long story short, he didn't believe anything I, or anything my manager, said to him, and the words "pathetic" and "embarrassment" were used at my expense on several occasions. Now. I have thick skin and tend to forget things quickly, but hearing "pathetic" just made me laugh inwardly. It's not everyday that I get to be called pathetic...Somewhat amusing. I think I've been called everything in the book...but never pathetic...first time for everything.
And today, the total opposite of that. A customer actually asked to speak to my manager and commented to him about the "excellent customer service" that she received from me. Made me feel good. Made me feel...Appreciated. For I strive to treat every passenger with the respect that I demand when I travel. And to be honest...Most people appreciate it.
It's quite a contrast overall...One day can be great, full of compliments, and the next, full of disgruntled passengers who jump all over the agent for something that is out of his/her control. You just have to learn to accept responsibility for something that you were not in direct control of, and move on. Trick is not to take things personally, just listen, respond honestly, and move on.
To be honest, it's very exciting, you never know what the next day will bring....delayed flight, cancelled flight or the dreaded, loathed, OVERSOLD flight...always a classic.
But one things for sure....it's never boring...and that's about all one can ask for really.