Real-Life Communication -- Solution
As a baggage service representative, you have to be empathetic and
honest. You also have to assess how urgently this passenger needs his luggage.
If you were faced with an angry customer wanting to know when his suitcase
will arrive, you might say something like this:
You: Yes,
Mr. Jones, this must be very frustrating. We're trying to find your suitcase
now.
Mr. Jones: Look, I have to have it by tomorrow morning.
You:
I'm not sure we can have it here by tomorrow morning. The plane has gone
on to Hong Kong. If it's still on board, it may be a day before we can
get it back to you.
Mr. Jones: This is unacceptable. I have a meeting
before the stockholders first thing tomorrow morning and my suit and shoes
are in that bag.
You: Yes. I can see why you're concerned. Well,
Mr. Jones, I'm not sure what we can do. Do you have anything else you
can wear to that meeting in your carry-on bag?
Mr. Jones: No, just
a clean shirt, socks...and I suppose another pair of shoes.
You: Hmm.
I see. Well, as I say, the suitcase may still be on the plane. Do you mind
waiting a few minutes? I'd like to make a few inquiries.
Mr. Jones:
I guess I'll have to.
You: Thanks, I'll be right back.
At
this point you can go and discuss with your supervisor whether the airline
might offer to pay for a replacement suit, or offer some partial financial
compensation.
Baggage service representative Lisa Tedeschi
says it's a great feeling when someone comes in angry and she can calm
them down by being honest and empathetic.
"In baggage service, you
feel like you're really helping people and I think that's really
important," she says.
You may not be able to make the customer totally
happy, but you can take the sting out of the situation.