Handling complaints

how can i handle RED customer ?

• Listen to him

  Value him as a Customer

  Suggest easy & simple Solutions

  Be reactive

  Be always friendly

• Suggest fast Solutions

  Be Factual & precise

  Make him save time

• Answer his questions

  Provide him with informations

  Be factual & precise

• Show Empathy

  Keep a calm & friendly tone of voice

  Confirm the solution with him

if the passenger is seated i need to :

• lower the body to same eye-level.

• call him by his name so he can come over

• tell him to stand up

• ignore him

the customer is off and not happy , i need to be :

• always ON and display empathy & understanding

• i dont care as long as i follow the procedure

• call my supervisor

• ignore him

the most important aspect is the Relational Connection, it is:

• showing empathy , respect & smile

• working & following the procedure

• grooming & the way i look

the most tolerant customer is :

• red

• blue

• green

• yellow