Unhappy Pax Types
There are basically two types of unhappy passengers.
1.Those who are unhappy with their circumstances
2.Those who are unhappy in themselves
You can help the first...you cant help the second.
They are not unhappy with you...they dont know you.It is not personal
Listen..when they draw breath introduce yourself by name..you have now become a person.
Acknowledge their problem
Evaluate what is being said
Respond.
The LAER principal.
If you are being threatened and fear for your safety inform them of that
By this stage you will have helped 85% of passnegers.The other 15% you can never help.
Never tell lies or make information up.You will always be caught out
Always always remember...it is not personal...losing your temper will never achieve a successful outcome for them or you.
Reading attending courses and personal experience have led me to form this method of dealing with difficult situations/passengers
Good luck