Date: Wed, 5 Jul 2000 11:21:26 -0400 (EDT)
From: Pickles On My Glockenspiel
Subject: BLAGUES-L: The Ultimate in Customer Service


From: Steve Savage
From: Marie-Christine Allard
Date: Thu, 13 Aug 1998 10:28:12 -0400
 
 For all of you out there who've had to deal with an irate customer, this
one is for you.  It's a classic!  In tribute to those 'special' customers
we all love!  An award should go to the United Airlines gate agent in
Denver for being smart and funny, and making her point, when confronted
with a passenger who probably deserved to fly as cargo. 
 
 A crowded United flight was canceled.  A single agent was rebooking a
long line of inconvenienced travelers.  Suddenly an angry passenger pushed
his way to the desk.  He slapped his ticket down on the counter and said,
"I HAVE to be on this flight and it has to be FIRST CLASS."  The agent
replied, "I'm sorry sir.  I'll be happy to try to help you, but I've got
to help these folks first, and I'm sure we'll be able to work something
out."  The passenger was unimpressed.  He asked loudly, so that the
passengers behind him could hear, "Do you have any idea who I am?" Without
hesitating, the gate agent smiled and grabbed her public address
microphone.  "May I have your attention please?" she began, her voice
bellowing throughout the terminal.  "We have a passenger here at the gate
WHO DOES NOT KNOW WHO HE IS.  If anyone can help him find his identity,
please come to the gate."  With the folks behind him in line laughing
hysterically, the man glared at the United agent, gritted his teeth and
swore, "F*** you!"  Without flinching, she smiled and said, "I'm sorry,
sir, but you'll have to stand in line for that, too."