Cómo aguantar a un cliente dificil.

How to Handle a Difficult Customer

If you ever have a difficult situation to manage, you might consider the
approach offered by this obviously well trained Customer Service Officer.
Indeed, an award should go to the Ansett Airlines gate attendant in Sydney
some months ago for being smart and funny, while making her point, when
confronted with a passenger who probably deserved to fly as cargo.

A crowded Ansett flight was cancelled after Ansett's 767s had been
withdrawn from service. A single attendant was re-booking a long line of
inconvenienced travellers. Suddenly an angry passenger pushed his way to
the desk. He slapped his ticket down on the counter and said,” I HAVE to be
on this flight and it HAS to be FIRST CLASS."

The attendant replied, "I'm sorry sir. I'll be happy to try to help you,
but I've got to help these people first, and I'm sure we'll be able to work
something out". The passenger was unimpressed. He asked loudly, so that the
passengers behind him could hear, "DO YOU HAVE ANY IDEA WHO I AM?" Without
hesitating, the attendant smiled and grabbed her public address microphone:

"May I have your attention please, may I have your attention
please," she began - her voice heard clearly throughout the terminal.
"We have a passenger here at Gate 14 WHO DOES NOT KNOW WHO HE IS. If anyone can help him find his identity; please come to Gate 14".

With the folks behind him in line laughing hysterically, the man glared at
the Ansett attendant, gritted his teeth and said, "F*** You!" Without
flinching, she smiled and said, "I'm sorry, sir, but you'll have to
get in line for that, too."