4 ms·

> If you are calm, the agent who can help you will be calm and calm agents can work wonders. If you are angry, upset, frustrated, hungry, tired (all responsible

> If you are calm, the agent who can help you will be calm and calm agents can work wonders. If you are angry, upset, frustrated, hungry, tired (all responsible responses to the situation) the agent will turn into a robot and not go out of their way to help you. While I understand the rationale behind the calm approach, it doesn't completely align with my personal experiences. Initially, one might try to adopt a composed demeanor, but if the situation calls for it, projecting your genuine concern, frustration, and urgency can actually serve as a catalyst to motivate the staff to address your situation more effectively.

haswell 3y ago
Projecting genuine concern and urgency can be done without including the (completely understandable) frustration/anger. I think the broader point is that it can be very beneficial to override these feelings, and it’ll immediately make you easier to deal with than most of the other customers, which can lead you to better outcomes. Was a road warrior for many years, and calm always got me the outcomes I needed. Airport staff already know you’re stressed and strapped for time. Everyone at the airport is. This is not to say that you shouldn’t be form and stand up for yourself.
photochemsyn 3y ago
This only matters if your situation is easily solved, like if you want ketchup at the table and the staff is busy. Then if you start acting like a petulant child, the staff will bring you ketchup. However, in the airport situation, the staff has no power to control what the airline is up to, so they'll just tune you out. As you deserve.
- fbdab103 3y ago
  I am not so sure. I make a point to try and keep my cool with customer service -they did not create the tire-fire, they are just stuck with it. Time after time, I see a raging ass scream and kick his way into some preferable situation the calm are denied.
lxe 3y ago
Yeah, if you're calm, the agent will simply not give a damn, and if you're angry, they'll just stop working with you altogether, and call you "sir" a lot.
Broken_Hippo 3y ago
and urgency can actually serve as a catalyst to motivate the staff to address your situation more effectively. Whenever I've had a role helping the general public ("customers") and started expressing "urgency" without being decently collected (rude, pushy, yelling, etc)... I've always gone out of my way to help them as little as possible, being technically nice while not being so, and merely making sure I didn't get blowback for it. It isn't like the customer service folks don't feel for you at all: Your issue, though, is pretty run-of-the-mill for the employee, though. There is often limited actions that they can do. Sure, you'd like to have (x), but there is literally no option on the computer that allows me to do (x).

haswell 3y ago

Projecting genuine concern and urgency can be done without including the (completely understandable) frustration/anger. I think the broader point is that it can be very beneficial to override these feelings, and it’ll immediately make you easier to deal with than most of the other customers, which can lead you to better outcomes. Was a road warrior for many years, and calm always got me the outcomes I needed. Airport staff already know you’re stressed and strapped for time. Everyone at the airport is. This is not to say that you shouldn’t be form and stand up for yourself.

photochemsyn 3y ago

This only matters if your situation is easily solved, like if you want ketchup at the table and the staff is busy. Then if you start acting like a petulant child, the staff will bring you ketchup. However, in the airport situation, the staff has no power to control what the airline is up to, so they'll just tune you out. As you deserve.

fbdab103 3y ago
I am not so sure. I make a point to try and keep my cool with customer service -they did not create the tire-fire, they are just stuck with it. Time after time, I see a raging ass scream and kick his way into some preferable situation the calm are denied.

lxe 3y ago

Yeah, if you're calm, the agent will simply not give a damn, and if you're angry, they'll just stop working with you altogether, and call you "sir" a lot.

Broken_Hippo 3y ago

and urgency can actually serve as a catalyst to motivate the staff to address your situation more effectively. Whenever I've had a role helping the general public ("customers") and started expressing "urgency" without being decently collected (rude, pushy, yelling, etc)... I've always gone out of my way to help them as little as possible, being technically nice while not being so, and merely making sure I didn't get blowback for it. It isn't like the customer service folks don't feel for you at all: Your issue, though, is pretty run-of-the-mill for the employee, though. There is often limited actions that they can do. Sure, you'd like to have (x), but there is literally no option on the computer that allows me to do (x).