Travel involves a significant loss of control. Everywhere you turn, you rely on the assistance of others. In just a few short hours this morning, I interacted with a parking attendant, shuttle bus driver, TSA agents, barista, gate agent, flight attendants, and more. Each of these persons delivered some service to me and played a role in helping me get to where I am right now.
DUring the course of any trip, it is inevitable that something will go wrong. Perhaps it might be a glitch or hiccup. It might even be something a bit more problematic. Whatever the case, it is in those critical moments when superior service can make all the difference. When we have been inconvenienced (or even wronged), it is natural to feel like we need to lash out. It is in those exact moments that we need to hold our tongues and breathe very deeply.
In this article from Forbes, Sebastian Bailey points to actual research on why this might be beneficial. When customers (particularly high status personnel who are accustomed to special treatment) get aggressive, it actually makes the target of their wrath perform worse. The stress of dealing with thiex added pressure triggers the "fight or flight" response. It forces the employees to focus on coping mechanisms and detracts from their ability to provide service.
The author notes that empathy in these difficult situations can actually ease some of the pressure and result in a better outcome.
Here is the link to the full article: http://www.forbes.com/sites/sebastianbailey/2013/05/21/the-secret-of-great-service-dont-get-mad-if-you-want-to-get-served/
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