Shouting and screaming never gets a result, but feedback from staff that a particular policy or approach is causing problems would, in a forward thinking company, lead to resolutions. Notwithstanding that, sometimes staff just need to understand that the customer has been shabbily treated and they are at the end of their tether and just need to vent. I have seen airline employees handle sometimes explosively angry passengers with amazing skill and aplomb. I have also seen them add fuel to the fire and make situations many times worse. too many employees start their dialogue with a tough, take no prisoners attitude, that is wholly uncalled for and utterly unprofessional.
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