How to Manage & Address Ambiguous and Awkward PAX/Customer Interactions While Maintaining Professionalism

Sometimes:

1. 1.    Situation: Passenger/Customer will engage in conversations which are highly sensitive, for example, a recent decision made by service provider’s management.  
2. 2.    Response: Aviation service provider has no answer or avoids providing a response.
3. 3.    Result: An awkward and sometimes embarrassing conversation.

Try these suggestion for possible responses instead (if you can): 

1. 1.    Passenger/Customer will engage in conversations which are highly sensitive.
2. 2.    Aviation service provider listens carefully.
3. 3.    And:

• Promises to respond as soon as possible.
• Promises to follow up with an answer either personally or via department leader.
• Defers responding due to lack of complete knowledge and understanding of the conversation.
• Avoids personal opinions.
• Other ideas?

It is important to anticipate questions or concerns that passengers/customers may have with regard to procedures or new actions taken by service provider. ‘Monday morning quarterback meetings’ (or any other day for that matter) can be used to discuss with front line team members these anticipated concerns of the passenger/customer. Practice with everyone on the team the responses that should be made to passengers/customers. If everyone is on the same page with their responses to sensitive issues, the organization/department will maintain a professional boundary. This is an important part of any aviation service provider’s job. Make sure everyone on the team knows those professional boundaries.