Difficult Passenger? You got this.
Everyone has bad days, and our clients are no different. Whenever you get a difficult passenger, please remember to stay professional and respectful at all times. Here are some tips on how to turn an unhappy passenger, into a happy one.
• Remain calm. If a passenger yells or is being rude to you, there is nothing to be gained by responding in a similar matter. Usually, the problem will escalate. Maintain control of yourself, even if the passenger’s tirade makes you feel like yelling yourself.
• Apologize gracefully. Whether the customer’s complaint is legitimate or not, a simple, straightforward statement, “I’m sorry that I’m late. Let me get you where you need to be as quickly as possible and try to make this right” can turn their whole demeanor around.
• Hear them out. The first thing an angry client wants to do is to rant. To do so, they need someone to listen – and for better or worse, you are that person. Listening patiently can defuse a situation as long as they feel like their complaints are acknowledged.
Now, go forth and make some passengers happy!