Summary – A conversation script to illustrate how to handle difficult customer
I read this in a book about how to manage difficult person. I found it very interesting and had tried the same tactics in my line of work. The story and script are obviously rewritten based on my memory.
One day, while working in the ticketing counter of an airline company, Asni was approached by a fierce looking man, namad Latif. He is very rude cutting the line straight to the counter and slammed the counter with his fist so hard, everyone was shocked.
Asni – How can I help you sir?
Latif – Don’t give me that polite rubbish. I want to get on a plane to London now! You hear me!
* Let me stop you right here. If you were Asni, and you check and know that there is actually one available seat. What would you do? Give it to him? Here what Asni did
Asni – I’m very sorry sir, but there is no available seat left. Hm I tell you what, just give me 2 minutes while I try to find any other alternatives.
Latif – you better find me that seat or I will sie your company for making me missed my appointment
Asni – (picking up the phone, PRETENDING to talk to another person) Hello, this is Asni, I would like to check if all seats were taken or not?
Asni – (obviously talking to no one continues)Yes, I understand, you cannot do that. But I have a gentleman here who urgently need the seat. It’s a matter of life and death (wink at the gentleman)
Latif at this moment.. seemed touched by the effort made by Asni, started to calm down and give her a thumbs up.
Asni – Please, if there is a seat, why not give to this gentleman. He wouldn’t mind buseness class or not. He just need to be there for his daughter’s operation (again wink at Latif)
Asni – I tell you what, you help me with this one. I buy you dinner later. So how? Ok Thank a lot!!! I really owe you one
Latif – (by now in debt with Asni… amazed with his service) Thank you so much dear. I will put up a good comments on you later. Thank again ya
Asni – (smiling)
If we just give Latif the ticket, he will still be cranky all the way to London. This way, both will benefit. But of course, Asni cannot bluff all her customer. Now that would be unethical hehe..
So how do you guys handle difficult person? Any tricks?
————— Personal Note ————————–
I used to do part time in Metrojaya as a Customer Service. I still missed the worklife there. Less responsibility and you can see a lot of people. One of our daily job is of course to wrap gift. I can do any design within minutes… heheh But the best memory there, is when we are so busy wrapping (it’s christmas) and suddenly one gentleman came and bought us 1 box of Dunkin Donut, appreciating our work. We were smiling all day long
Photo Credit – PDAgrl