Friday, August 13, 2010

Customer Service Angst

At dinner tonight hubby and I were discussing the Jet Blue flight attendant who recently made headlines for his response to a difficult passenger. As I've read, the flight attendant got on the loudspeaker of a flight, said some choice words, grabbed 2 beers and exited the plane via the emergency chute.

Hubby and I chatted with our server a bit about dealing with difficult customers and I was impressed by his response. Our server stated that he represents the restaurant and doesn't express his frustration. He is there to make sure customers come back, but should a person, even if it is their job, be expected to take some of the abuse that is doled out to them? What is the appropriate response when you are there to provide customer service to someone who is treating you, you a person, poorly?

Also, I was dismayed to hear that this server often receives tips of only 10%. That is insulting.

1 comment:

  1. First, shame, shame, shame on poor tippers.

    Second, I don't blame the guy for losing his temper if what was reported actually did happen. Holy cow! (And truly, I think his actions were hilarious. I'm sorry, but I do. At least he didn't push HER our the emergency chute, right?)

    I do believe that a person represents his or her own place of work, but as humans, we all deserve to be treated with respect. As for the rude passenger on the plane- being belligerent is one thing, but causing bodily harm is quite another. I'm not really sure what my reaction to having my head slammed in an overhead bin would be as the flight attendant. I would probably cry. ;)

    I think everyone should be required to do some work that involves dealing with the general public, to help them understand how difficult it is. (Although I think jerky people are just jerky people, and it might not help at all!)

    There is a heeee-larious Bryan Reagan (sp?) comedy routine about how much airline attendants have to put up with from rude people, and how he could never have that career. I am right there with him. Some jobs are meant for extra patient people, and I am not one of them. Maybe the Jet Blue guy just realized he wasn't one of them either, and went out with a bang.