So how do you feel when you are sitting there smiling at the person when you get a frown back in return ? Is it nice to hear "yeah yeah whatever" in return when your statement says " have a nice day" ? I learnt these small things when i began my first job. A customer facing role is extremely difficult; for a novice especially more. Imagine a scene where a young fawn has been released to the wild. Why do i make such a drastic comparison.. B'coz it is very much the same. The theory of evolution says we evolve from animals and in this day & age when we consider ourselves so sophisticated and refined, Our roots ( read animal behavior ) show when things don't go our way.
My job gave me a clear view of all the different animals in that jungle.. The mighty elephants which can be wild but can be tamed.. the tigers that go aggressive and cannot be calmed and the scavengers that live of the powerful tigers.
The elephants are those everyday fliers who know the airline and its rules inside out. They would know the processes better than you and point out loop holes; however they when in crisis ( read their preferred seats unavailable, overbooking ) they can be tackled with easily by offering more benefits and perks. They appreciate you for all you do and thus its always a pleasure having them back.
The tigers - those who belong to the cream of the society. the top actors, super models, politicians etc. For them its their way or they highway. You do as they say and have things as they want or else bear the brunt of it. There is no way to convince them, we have to bow down to their power. There may be those rare occasions when they would be kind enough to listen to you; if that happens count your blessings.
The scavengers - I always hated this lot... They had very little or almost nothing of their own in terms of power, prestige fame or even common sense but their inflated ego got them to float above the rest. They would be at the ground level in their line of business but their expectations are to the treated like the king of the land. Standing your ground firmly and ignoring their desperate pleas for attention helps deal with this lot and sometimes brings them back to their feet. Don't expect appreciation from them; they don't think of anything around them as worthy of it.
There are many more varieties of animals found but the above the the distinct ones. You need a different set of skills to deal with each of them.
My funda - be the ringmaster. Look tough and keep the whip handy.. you never know who might just need a lash :)
