Originally Posted by
aapee
No recognition on the AY834 last night - quite the opposite.
The FA actually wanted me to pay for the NF. So had a bit of a DYKWIA moment and told her I'm plat. She went "No, we only have two onboard, 5D and 6D". Showed her the card. She went back to check the PAX list.
Got sorta an apology in the, after some excuses. And the NF, with a plastic glass.
I know I'm a bit rubbish at customer service, despite having had summer jobs in restaurants/shops etc years ago, but at least I know what to do in situations like that!
- don't disagree with the customer
- do apologise
- cover by saying something like 'I'm really sorry, for some reason you've not been included in the list. I'll go straight away and try to sort this out for you...' (even if you don't believe the customer for some reason and need to check with a list/computer/higher up...)
It seems odd to me that FAs/pursers aren't taught this kind of thing or even monitored when they are learning (or even continuously in work) for how they actually deal with customers, which is kind of the raison d'être of the job...