Working in customer service is one of the more difficult jobs known to man, especially when a stressful situation arises with a customer. If you’ve ever worked in customer service, then you know very the customer service rule of them: “The customer is always right.” And if you’ve ever had to repeat that phrase to yourself, then odds are you in a position in which you totally disagreed.
After one Southwest flight was canceled, passengers began to panic; immediately, there was a line of 250 plus passengers waiting to get rescheduled on a new flight to their destination. The line grew further than desired and the wait time kept getting longer and longer.
After waiting longer than he had the patience for, one man decided that he wasn’t going to take it anymore. He aggressively walked to the front of the line and slammed his ticket down on the counter.
That’s when he screamed at the check-in clerk: “I have to be on this flight and it has to be first class!”
After taking a moment to breathe (and most likely reciting the customer service mantra), the clerk looked at him and calmly replied with a simple response: “I’m sorry, sir. I’ll be happy to try to help you, but I’ve got to help these folks first, and then I’m sure we’ll be able to work something out.”
While she was impressed with her ability to keep calm, he wasn’t. That’s when he shouted right back at her: “Do you have any idea who I am!?”
Passengers were shocked at the man’s response. Silence filled the terminal as stunned passengers waited for the clerk to respond. That’s when clerk reached for the microphone and made a shocking announcement:
“May I have your attention, please?” she began. “We have a passenger here at Gate 14 Who does not know who he is! If anyone can help him with his identity, please come to Gate 14.”
Immediately, the entire terminal broke out in laughter! No one could believe that the clerk had just made the announcement, let alone so casually! Everyone was impressed with her quick-witted return.
The man, however, was infuriated! He looked at her with total contempt, knowing darn well that he had just lost his battle. He grabbed his ticket and rushed off and away from the terminal of people who were laughing at him.
Meanwhile, the check-in clerk just continued to do her job as best she could. After her response, the remaining customers were patient with her. Apparently, she was not the one to mess with!
Share this story if it made you laugh!