Angry Customers Attack Airline Manager [Video]
Recently angry customers of a certain Nigerian airline lost all cool and attacked a manager of the airline after their flight was delayed for 3 days with no communication or any attempt by the airline to cater for inconveniences or provide refunds.
The shocking video revealed a very chaotic scene, the already anxious customers went berserk on the airline employee when he treated them rudely despite knowing the airline was at fault. Watch below
Serving customers is a herculean task, I understand what it is like for a service professional, sometimes it’s not even in your control how things turn out, but you have to put in your best despite. I do not support customers physically or verbally abusing employees, it is not proper no matter the circumstance (Read: Drawing The Line At Abusive Customer Behaviour) there are better ways to express frustration.
But in reality, not everyone cares what others think of their actions and certainly not everyone can manage anger. According to witnesses, the manager did a poor job and set himself up for physical assault by talking rudely, and shouting at already agitated and angry customers (who had given money for service not rendered).
Nothing good comes from getting angry at an angry customer
If you render service to customers things are likely to go wrong at some point or the other, some will be beyond your control, it is important to train employees on How To Handle Service Failures peculiar to your line of business in order to better prepare them to respond appropriately to customers in such events.
Hopefully, this ugly incident will be a wake-up call for the airline management to see the need to build a customer oriented culture which would ensure that customer’s get the experience that makes them come back again.
Their employees should also be empowered and trained to better assist customers subsequently. No one deserves to have this sort of experience at work, management should also make adequate measures to ensure employee safety.
Dear customers, please be nice!
What do you think about the customers’ behavior? Please leave a comment below
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The customer went too far
I agree. The customers took laws into their hands, it almost looked like a lynching. The airline should also take better steps at keeping their customers informed.