UNIT 4

Dealing with Complaints

Vandana N Revankar
Asst.Prof, Mgmt & Aviation
St.Francis College,B’lore
Dealing with Complaints
Customer complaints refer to when a business does not deliver on its commitment and does not
meet customer expectations in terms of the product or services. The vital aspect of every
business is its clients. For greater success, businesses need more satisfied clients. And the best
way to obtain new clients and maintain the existing ones is by providing them with satisfactory
service. But how to understand whether your customers are happy or unhappy? A customer
complaint emphasizes a problem that might be related to an organization’s product, employees
or internal processes, and by hearing these problems directly from customers, an organization
can investigate and improve to avoid additional complaints in the future.
Your customers are your purest form of quality control. Without their approval, your business
doesn't grow and succeed. So, when customer complaints roll in, it's important to hear them
out because these are opportunities to improve the customer experience and prevent potential
churn.
No matter which industry you're in, you're going to deal with customer complaints. Even if
your business doesn't make a mistake, one of your customers will eventually hit a roadblock
that leads them to your customer service team. These are the situations where your service reps
make or break the customer's journey.

Handling Airline Complaints

If you work in customer service for an airline, you know that complaints are a normal part of
the job. However, that doesn't make them any easier to deal with. In fact, handling airline
complaints can be quite tricky. Thankfully, a few tips can help make the process a bit smoother.
• Acknowledge the Problem
Airlines are constantly in the news for all the wrong reasons, from passenger confrontations to
lost luggage. The problem is that airline staff often do not acknowledge or deal with airline
customer complaints effectively. This can lead to even more frustration and anger on the part
of the customer.
There are a few things airline staff can do to ensure that complaints are dealt with quickly and
effectively. The first is to acknowledge the complaint and apologize for the inconvenience. This
lets the customer know that you have heard them and take their issue seriously. Next, try to
find a solution to the problem. If the customer’s flight has been canceled, try to rebook them
on another flight or provide a refund. Finally, thank the customer for their time and patience.
• Listen to Understand
When airline customers have complaints, it is essential for staff to listen to them to understand
the problem. This can help resolve the situation more quickly and effectively. In addition,
listening also shows that the airline cares about its customers. Here are some tips for staff
members on how to listen to customers:

1. Make eye contact and be attentive.

2. Do not interrupt the customer.

3. Listen carefully and try to understand the issue.

4. Ask questions if needed but do not interrogate the customer.

5. Show that you care by apologizing and offering assistance.

6. Stay calm and polite no matter how angry or frustrated the customer may be.

Following these tips can help staff members resolve complaints quickly and effectively while
also showing that the airline cares about its customers.

• Try Thanking Them First

Airlines staff members are now being encouraged to thank customers first when dealing with
complaints. The policy change is designed to help improve customer service and create a more
positive experience for those who have had a negative interaction with the airline.
Complaints can often be frustrating and overwhelming, so airline staff members must take the
time to show appreciation for their customers. Thanking them first can help diffuse the situation
and make it easier for both parties to work through the complaint.
This new policy is just one of many changes that airlines have been making to improve
customer service. Other changes include increasing the number of customer service agents,
offering flexible seating options, and improving communication with passengers.
• Be Respectful with Your Words and Body Language
Airlines are constantly looking for ways to improve the customer experience, and one way is
to ensure that staff is respectful when dealing with complaints.
Airline staff must use positive body language and polite words when responding to customers
who have had a bad experience. This will help to diffuse the situation and make the customer
feel heard.
Staff should also be mindful of their tone of voice, as it can be easily misinterpreted over the
phone. It’s important to stay calm and professional at all times, even if the customer is being
rude.
Airlines can also train their staff on how to handle difficult situations. If a customer is angry or
upset, it’s best not to argue with them. Instead, staff should try to understand what the customer
is mad about and offer a solution.
Ultimately, it’s essential that airline staff are respectful and professional when dealing with
complaints. This will help to improve the customer experience and create a more positive image
for the airline.
• Build Resolve
One way to help build resolve in airline staff is to provide them with regular training on dealing
with difficult customers. This training can help employees learn how to diffuse confrontational
situations and maintain a positive attitude when dealing with unhappy customers. In addition,
airlines can also provide their staff with scripts or templates for responding to customer
complaints. This can help ensure that all employees provide a consistent and positive customer
experience.
Complaining customers are an unavoidable reality for airline staff. However, these situations
can be manageable with the right attitude and approach. By acknowledging the problem and
listening to understand, you can start to build a resolution with the customer. Remember that
resolving complaints takes time — be patient and stay focused on finding a solution that
satisfies the customer. If you’ve had trouble in the past dealing with unhappy passengers, our
airport management software might be just what you need.

Lack of Complaints
Lack of complaints does not mean that you have a fantastic product — it just means that you
are not getting any complaints.
Waiting for customers to complain is problematic for several reasons:
1. Not all customers complain. Think about all of the products you use on a daily basis,
and the problems you encounter with all of them. There may be a confusing button on
your cell phone, a strange error message on your online banking site, or a slippery grip
on a kitchen gadget. How many times have you taken it upon yourself to contact the
organization responsible for that product? Despite the multitude of different ways to
complain — from the traditional methods like contacting the company directly, to more
modern methods of voicing your frustration on Twitter or a product review site — most
customers do not make the effort to send this feedback directly or indirectly to the
company. A product manager simply hoping to hear from customers with problems is
only going to hear about a fraction of the problems from only a fraction of the
customers. For every customer who vocally complains, there are likely tens or hundreds
or thousands of others who are silent.
2. Lack of complaints may mean lack of customers or users. While we would like to think
that lack of feedback means lack of problems, it is often that lack of feedback means
lack of experience on which to provide feedback. When a product manager adds a new
feature to a product and does not hear any complaints about the feature, he may assume
that the feature is a success and the fact that customer service has not received any
complaints is because it is working smoothly. Unfortunately, it could be just as likely
that no one is using the new feature, and thus no one has any experience about which
to complain. If there are a small number of customers using the new feature, relying on
their complaints alone may provide very skewed feedback.
3. By the time someone complains, it is usually too late. While the previous two points
are worth noting, this is truly the most important reason to not simply wait for
complaints. For physical products, changes to a product after it is in the market can be
extremely expensive and time consuming to rectify. From a purely financial standpoint,
it is the responsibility of a product manager to attempt to produce the best product and
thus avoid costly changes. However, even for web-based products which can be
changed very quickly and cheaply, waiting for customers to complain is backwards
approach to product development. Sure, it may be gratifying on the surface to say that
 you are able to respond quickly to problems that customers raise, but wouldn’t it be
better to prevent these problems in the first place? Would you rather buy a car from a
company who listens to your complaints and reacts when your car has problems, or
would you rather buy a car from a company who produces a car which will not cause
you problems and will not cause you to have to complain?
Ultimately, no matter how hard an organization tries to address problems and meet needs,
people will complain, and product managers can benefit from listening to and understanding
those complaints. However, when a legitimate complaint is lodged, rather than just reacting to
it, product managers should ask, “How did we not know about this earlier?” Is the complaint
related to something that the team should have known about? Would a better understanding of
the customer needs have helped prevent it? Would better design or more usability testing have
uncovered the underlying problem? Did a defect make its way into the final product? Did we
know about the problem and just hope that no one would notice? How did it come to this —
that a customer had to complain in order for us to realize something was not right?

Complaints are a valuable source of information which can be used to help improve your
product, though they are only one source and should be used carefully. Product managers need
to be proactive at gathering feedback from customers and prospects, though activities like
usability testing, Win/Loss analysis, site visits, observational interviews, and other types of
qualitative and quantitative research. Rather than just waiting for complaints and responding
to them, product managers need to be focused on preventing them from occurring and getting
to the root cause when they do appear.

Why do Customer Complain

Complaints are the greatest source of learning, they show us where we fail and where and how
we should improve. Here are 10 most common reasons why our customers complain.

1. Not Keeping Promises

If you give a promise ensure you keep it. Some promises sound great but if they have not been
kept this may lead to multiple complaints, distrust and switching to competitors. Will you order
again from a company which did not deliver in time as promised? I think we all know the
answer….
2. Poor Customer Service
When customer service representatives are not trained properly, keep customers waiting for a
long time and do not resolve issues, this is called poor customer service. It is very irritating to
see rep’s efforts in resolving your issue and at the end having a simple question unanswered or
no solution provided. In addition to this, when customers always hear only your voice menu,
see offline live chat button and wait about a week for an email reply, they will definitely start
complaining. And be sure, they will not complain to your staff, they will turn to social media
because they want to be heard.
3. Transferring From One CSR to Another
Poor staff training leads to calls or chats being transferred from one agent to another. And there
is nothing more irritating than telling your story again and again. As you can see a human side
of your business can sometimes generate more complaints than your operational side.
4. Rude Staff
Do you check conversations and chat records of your staff with your customers? It’d be a good
strategy to keep an eye on this as sometimes rude attitude, inability to listen and interrupting
customers may become one of the main reasons for your customers to complain publicly and
tell the world about your customer service quality. There are also people who treat customers
as if they interfere into their daily routine. The way they communicate with people is enough
to turn the most mild mannered of customers against your company. Do you have such reps in
your company? Keep them away from your customers!
5. No Omni-channel Customer Service
Giving your customers an easy way to get in touch with you is one of the first requirements of
good customer service. If your customers do not see convenient ways of getting in touch with
your team regarding their questions they will contact your competitors and will tell the world
about their experience. Today online shoppers use not only email and phone for communication
purposes. Live chat and social media are gaining popularity among consumers and for some
customers it is convenient to begin conversation using one channel and finish it using another.
6. Not Listening to Customers
Ignoring your customers and not listening to them is one of the biggest mistakes a customer
service rep can make and one of the reasons for customers to complain. Just walk a mile in
your customers’ shoes to see what they feel when they are not listened to.
7. Hidden Information and Costs
Play fair with your customers. Keeping some of your fees hidden and uncovering this in the
middle of purchasing process is a frequent reason for a human to complain. The impression
given is that your company cheats its customers.
8. Low Quality of Products or Services
If you promise high quality of your products or services and what you deliver is of lower
quality, then be sure, your customers will share this bad experience publicly and most likely
complain in social media networks.
9. Keeping an Issue Unresolved
Unresolved issues and complaints are deadly to any business. If you turn away from your
customers and let everything go “as is” then you will lose most part of your customers. But if
you keep on resolving issues and complaints improving your service at the same time, then you
will win loyal customers who will be glad to share their positive experience.
10. Inaccessibility
How easy is it to contact you? Do you provide enough information about your company? When
a customer is seeking assistance there is nothing worse than lack of contact information or
unanswered emails and not returned calls. This drives people crazy, especially if they have
already paid you.
Losing even a single customer can be very costly for businesses. The art of handling complaints
is not only resolving them to customers’ satisfaction, it’s also about improving your business
and taking needed measures to preventing such complaints in future.

Legitimate vs Illegitimate Complaints

A legitimate complaint is typically based on a genuine grievance or concern, and is
communicated in a respectful and constructive manner.
Legitimate complaints refer to concerns or grievances that are valid, justified, and reasonable.
These complaints typically arise when individuals or groups feel that they have been treated
unfairly, experienced a breach of agreement, or encountered a problem that warrants attention.
Legitimate complaints are important for maintaining fairness, accountability, and quality in
various aspects of life, including relationships, businesses, and public services.
Ex:
Defective products or services
False advertising or misleading information
Unfair billing practices
Poor customer service

"Illegitimate complaints" generally refer to complaints that are unfounded, baseless, or not
valid. These complaints may arise for various reasons, such as misunderstanding,
misinformation, or intentional deception. It's important to address and resolve legitimate
concerns and issues, but dealing with illegitimate complaints can be challenging. Here are a
few possible scenarios:
Unrealistic Expectations
Ignoring Terms and Conditions
Unsubstantiated Product Criticism
Unreasonable Demands
Preventing Complaints
Preventing complaints is an essential aspect of providing excellent customer service and
maintaining positive relationships with clients. Here are some strategies to help prevent
complaints:

Clear Communication:
• Clearly communicate product/service features, terms, and conditions.
• Provide detailed information about potential issues and how they can be resolved.
• Use plain language to ensure customers understand your policies.
Set Realistic Expectations:
• Be transparent about what customers can expect from your product or service.
• Avoid making promises that cannot be fulfilled.
• Clearly outline delivery times, product specifications, and any limitations.
Quality Assurance:
• Ensure the quality of your products or services meets or exceeds customer expectations.
• Implement quality control measures to catch potential issues before they reach
customers.
Customer Education:
• Educate customers on how to use your product or service effectively.
• Provide clear instructions, tutorials, and FAQs to address common queries.
• Offer training or onboarding sessions for complex products or services.
Effective Customer Support:
• Establish easily accessible and responsive customer support channels.
• Train support staff to handle inquiries, concerns, and complaints professionally.
• Implement a robust ticketing or tracking system to ensure timely resolution.
Feedback Mechanism:
• Encourage customers to provide feedback.
• Use surveys, reviews, and testimonials to gather insights into customer satisfaction.
• Act on constructive feedback to improve your products or services.
Clear Policies:
• Develop and communicate clear policies regarding refunds, returns, and warranties.
• Ensure that your policies are easily accessible on your website or in product
documentation.
• Regularly update policies based on customer feedback and industry standards.
Employee Training:
 • Train your employees on customer service best practices.
• Foster a customer-centric culture within your organization.
• Equip employees with problem-solving skills to address customer issues proactively.
Proactive Issue Resolution:
• Monitor for potential issues and address them proactively.
• Reach out to customers before they raise a complaint to offer assistance or clarification.
• Implement preventive measures based on past experiences.
Consistent Service:
• Provide consistent service across all customer touchpoints.
• Ensure that all employees, from frontline staff to management, are aligned in their
approach to customer service.
Regular Updates:
• Keep customers informed about any changes, upgrades, or improvements to your
products or services.
• Provide timely updates on orders, shipments, or service appointments.
• By focusing on these strategies, businesses can significantly reduce the likelihood of
customer complaints and enhance overall customer satisfaction.

How to Handle Complaints effectively –

Handling complaints effectively is crucial for maintaining customer satisfaction and building
positive relationships. Here's a step-by-step guide on how to handle complaints:
1. Listen Actively:
• Allow the customer to express their concerns without interruption.
• Demonstrate empathy and show that you understand their perspective.
2. Stay Calm and Professional:
• Keep your emotions in check, even if the complaint is emotional.
• Maintain a professional and respectful tone throughout the interaction.
3. Apologize Sincerely:
• Apologize for any inconvenience or frustration the customer has experienced.
• A sincere apology can go a long way in diffusing tension.
4. Acknowledge the Issue:
 • Clearly acknowledge the specific issue or problem raised by the customer.
• Reassure them that you take their concerns seriously.
5. Gather Information:
• Collect relevant details about the complaint, such as order numbers, dates, and
specific product or service details.
• Ask open-ended questions to get a comprehensive understanding of the
situation.
6. Empower Frontline Staff:
• Equip frontline staff with the authority to make decisions and resolve issues
promptly.
• Avoid unnecessary delays in the resolution process.
7. Offer Solutions:
• Propose practical and fair solutions to address the customer's concerns.
• Be flexible and willing to find a resolution that satisfies the customer.
8. Follow Company Policies:
• Ensure that the proposed solutions align with your company's policies.
• If a deviation is necessary, explain the rationale behind it.
9. Set Realistic Expectations:
• Be transparent about the steps you will take to resolve the issue.
• Provide realistic timelines for resolution and keep the customer informed.
10. Document the Complaint:
• Keep a record of the customer's complaint, including details of the interaction
and the proposed solutions.
• Use this documentation for internal analysis and improvement.
11. Learn from Complaints:
• Use customer feedback to identify areas for improvement in products, services,
or processes.
• Implement changes to prevent similar issues in the future.
12. Follow Up:
• After the resolution, follow up with the customer to ensure their satisfaction.
• Use this opportunity to gather additional feedback and show that you value their
business.
 13. Train Staff:
• Provide ongoing training for customer-facing staff on effective complaint
resolution.
• Share successful resolution stories as learning examples.
14. Implement Continuous Improvement:
• Regularly review and analyze customer complaints to identify trends.
• Implement changes to prevent recurring issues and enhance overall customer
experience.
15. Seek Feedback on the Resolution Process:
• Encourage customers to provide feedback on how well their complaints were
handled.
• Use this feedback to make further improvements to your complaint resolution
process.
By following these steps, businesses can turn a potentially negative experience into an
opportunity to build trust and loyalty with customers. Effective complaint resolution can
enhance your company's reputation and contribute to long-term customer satisfaction.

The Five Types of Customers who complain and How to Handle

them
Handling different types of customers who complain requires a tailored approach based on their
specific characteristics and needs. Here are five common types of complaining customers and
strategies on how to handle them effectively:
1. The Angry Customer:
• Characteristics: Expresses frustration or anger loudly, may use strong
language.
• Handling Strategy:
• Remain calm and composed.
• Acknowledge their feelings without becoming defensive.
• Apologize sincerely and assure them that you want to help.
• Offer a quick and effective solution.
• If necessary, take the conversation to a private setting to avoid
escalation.
• Follow up after the resolution to ensure their satisfaction.
2. The Chronic Complainer:
 • Characteristics: Regularly submits complaints, may be difficult to satisfy.
• Handling Strategy:
• Listen attentively to their concerns.
• Validate their feelings and acknowledge their past experiences.
• Clearly communicate the steps you are taking to address their concerns.
• Set realistic expectations for resolution.
• Offer additional support or incentives, if appropriate.
• Explore ways to improve their overall experience to reduce future
complaints.
3. The Indecisive Customer:
• Characteristics: Unsure about what they want, may change their complaint or
request multiple times.
• Handling Strategy:
• Patiently listen to their concerns and requests.
• Seek clarification to fully understand their issue.
• Provide clear and concise information about available solutions.
• Offer guidance and recommendations if they seem uncertain.
• Confirm their understanding and agreement on the chosen resolution.
• Document the interaction for reference in case of future changes.
4. The Silent Complainer:
• Characteristics: Does not express concerns directly but shows signs of
dissatisfaction.
• Handling Strategy:
• Proactively engage with the customer to uncover any underlying issues.
• Use open-ended questions to encourage them to share their thoughts.
• Pay attention to non-verbal cues and subtle signals of dissatisfaction.
• Provide a safe and comfortable environment for them to voice their
concerns.
• Offer solutions based on the identified issues.
• Follow up to ensure their satisfaction and encourage future
communication.
5. The Detail-Oriented Customer:
 • Characteristics: Focuses on specific details and may be critical of minor issues.
• Handling Strategy:
• Pay attention to the details of their complaint.
• Acknowledge the specific issues they raise.
• Provide thorough explanations and solutions to address each detail.
• Offer additional information or clarification if needed.
• Demonstrate a commitment to quality and continuous improvement.
• Thank them for their attention to detail and assure them that their
feedback is valuable.
Remember that each customer is unique, and their complaints may not fit neatly into these
categories. Flexibility, empathy, and a customer-centric approach are key components of
successful complaint handling across various customer types.

The Complaints System

A complaints system is a structured and organized approach that businesses or organizations
implement to receive, manage, and resolve customer complaints effectively. An efficient
complaints system aims to address customer concerns promptly, improve customer satisfaction,
and identify areas for product or service enhancement. Here is an overview of the components
typically found in a complaints system:
1. Complaints Submission:
• Establish clear channels for customers to submit complaints, such as online
forms, email, phone, or in-person.
• Ensure accessibility and user-friendliness to encourage customers to report
issues easily.
2. Initial Reception:
• Designate a central point or team responsible for receiving and logging
complaints.
• Acknowledge receipt of complaints promptly to reassure customers that their
concerns are being taken seriously.
3. Categorization and Prioritization:
• Categorize complaints based on the nature of the issue (product quality, service
delivery, billing, etc.).
• Prioritize complaints based on severity and potential impact on the customer
and the business.
4. Investigation:
• Assign the complaint to the relevant department or individual responsible for
investigation and resolution.
• Gather all relevant information and details related to the complaint.
• Conduct a thorough analysis to determine the root cause of the issue.
5. Communication:
• Keep the customer informed about the progress of the investigation.
• Provide realistic timelines for resolution and manage expectations.
• Be transparent about the steps being taken to address the complaint.
6. Resolution:
• Develop and implement an appropriate solution to address the customer's
concerns.
• Ensure that the resolution aligns with company policies and customer
expectations.
• If necessary, involve higher management or specialized teams to resolve
complex issues.
7. Feedback Loop:
• Collect feedback from customers on the resolution process.
• Use customer feedback to identify areas for improvement in the complaints
handling system.
• Continuously refine and enhance the system based on customer input.
8. Documentation and Analysis:
• Maintain a comprehensive record of each complaint, including details, actions
taken, and resolution outcomes.
• Analyze complaint data regularly to identify trends, recurring issues, and areas
for improvement.
• Use data-driven insights to enhance products, services, or internal processes.
9. Employee Training:
• Train customer-facing staff on effective complaint handling techniques.
• Equip employees with the skills needed to empathize with customers and find
appropriate solutions.
• Foster a customer-centric culture within the organization.
 10. Continuous Improvement:
• Implement changes and improvements to prevent the recurrence of similar
complaints.
• Regularly review and update policies and procedures based on lessons learned
from complaint resolutions.
• Communicate changes to relevant stakeholders and employees.
Implementing a robust complaints system not only helps in resolving individual customer
issues but also contributes to building a positive reputation and long-term customer loyalty. It's
a dynamic process that requires ongoing monitoring, adjustment, and a commitment to
customer satisfaction.

Customer Disengagement
Customer disengagement refers to a situation where customers become less involved or
interested in a product, service, or brand. It often leads to reduced interaction, lower
satisfaction, and can ultimately result in customers no longer choosing to do business with a
company. Identifying and addressing customer disengagement is crucial for maintaining
customer loyalty and preventing attrition. Here are some common signs and strategies for
dealing with customer disengagement:
Signs of Customer Disengagement:
1. Decreased Interaction:
• Customers are not actively engaging with your brand, whether through
purchases, inquiries, or social media.
2. Reduced Frequency:
• A decline in the frequency of customer transactions or interactions with your
business.
3. Negative Feedback:
• Customers express dissatisfaction or negative feedback about your products or
services.
4. Lack of Interest:
• Customers show little interest in new offerings, updates, or promotions.
5. Unresponsiveness:
• Ignoring communication attempts from your business, such as emails, calls, or
surveys.
Strategies to Address Customer Disengagement:
1. Conduct Customer Surveys:
• Gather feedback through surveys to understand customer satisfaction levels and
identify areas of concern.
2. Segment Your Customers:
• Divide your customer base into segments based on behavior, preferences, or
demographics. This helps in tailoring engagement strategies.
3. Proactive Communication:
• Reach out to customers proactively to show appreciation, share updates, or
address any potential concerns before they escalate.
4. Personalization:
• Personalize your interactions by addressing customers by name and offering
personalized recommendations based on their past behavior.
5. Reevaluate Your Offerings:
• Regularly assess your products or services to ensure they meet evolving
customer needs and expectations.
6. Improve Customer Support:
• Enhance the efficiency and effectiveness of your customer support to address
issues promptly and professionally.
7. Loyalty Programs:
• Implement loyalty programs to reward and incentivize customers for their
continued engagement.
8. Engaging Content:
• Create and share relevant, engaging content that adds value to your customers'
lives and keeps them interested in your brand.
9. Reactivation Campaigns:
• Design targeted campaigns to re-engage inactive customers, offering them
special promotions or exclusive discounts.
10. Social Media Monitoring:
• Monitor social media channels to understand customer sentiment and address
any negative feedback or concerns publicly.
11. Feedback Implementation:
• Act on customer feedback by making necessary improvements to your products,
services, or customer experience.
 12. Customer Journey Analysis:
• Analyze the customer journey to identify potential pain points and areas where
customers may disengage.
13. Customer Success Programs:
• Implement customer success programs to help customers derive maximum
value from your products or services.
14. Surprise and Delight:
• Surprise customers with unexpected perks, discounts, or exclusive offers to
create positive experiences.
15. Continuous Monitoring:
• Continuously monitor customer engagement metrics and be proactive in
addressing any signs of disengagement.
By taking a proactive approach and addressing customer disengagement promptly, businesses
can foster stronger relationships, improve customer loyalty, and mitigate the risk of losing
valuable customers to competitors.

Handling Customer Aggression as Airline Employee

Dealing with customer aggression can be challenging, especially in a high-stress environment
like an airport. As an airline employee, it's important to handle such situations calmly,
professionally, and with a focus on resolving the issue. Here are some tips on how to handle
customer aggression:
1. Stay Calm:
• Keep your own emotions in check, and remain calm and composed. Avoid
reacting defensively or matching the customer's aggression.
2. Listen Actively:
• Allow the customer to express their concerns or frustrations. Demonstrate that
you are actively listening by making eye contact and nodding.
3. Show Empathy:
• Acknowledge the customer's feelings and frustrations. Use empathetic language
to convey that you understand their perspective.
4. Use Positive Body Language:
• Maintain open body language and avoid confrontational gestures. Stand or sit
at a comfortable distance to avoid escalating tension.
5. Keep a Professional Tone:
• Speak in a calm and professional tone. Avoid raising your voice, as this can
contribute to escalating the situation.
 6. Avoid Blame:
• Refrain from blaming the customer or assigning fault. Focus on finding a
solution rather than dwelling on the cause of the problem.
7. Express Regret:
• Apologize for any inconvenience or frustration the customer is experiencing,
even if the issue is beyond your control.
8. Set Boundaries:
• Establish clear boundaries for acceptable behavior. Politely but firmly let the
customer know that aggressive or abusive behavior is not acceptable.
9. Involve a Supervisor if Necessary:
• If the situation escalates or if you feel unable to handle it on your own, involve
a supervisor or a manager who can provide additional support.
10. Offer Solutions:
• Propose practical and fair solutions to address the customer's concerns. Be
proactive in finding ways to resolve the issue.
11. Maintain Safety:
• Prioritize the safety of yourself, other employees, and other customers. If the
situation becomes physically threatening, seek assistance from security.
12. Use De-escalation Techniques:
• Employ de-escalation techniques, such as repeating the customer's concerns,
finding common ground, and redirecting the conversation to a solution-oriented
focus.
13. Document the Incident:
• Make a detailed record of the incident, including the customer's behavior, the
actions taken, and any resolutions proposed. This documentation may be useful
for future reference.
14. Follow Up:
• After the situation is resolved, follow up with the customer to ensure their
satisfaction. Express your appreciation for their patience and cooperation.
15. Self-Care:
• Dealing with aggressive customers can be emotionally draining. Make sure to
take breaks and seek support from colleagues or supervisors when needed.
Remember that each situation is unique, and there may be variations in how you handle
customer aggression based on the specific circumstances. Training in conflict resolution and
customer service can be valuable for airline employees facing such challenges.