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PASSENGER SERVICE DEPARTMENT BULLETIN
Vol. 3 Numbr Z
HANDLING OP COMPLAINTS
Many books have been written and many courses are available in educational institutions providing information and training on the art of salesmanship, and I think we all agree that salesmanship is the life blood of a transportation company.
There are, however, many forms of salesmanship. One about which very little has been written is the necessity of properly handling complaints. There is an old saying that a difference of opinion is what makes the world go around. A transportation company as large as Pan American, which practically circles this world, is bound to encounter many differences of opinion. Naturally we are all working toward a minimum of complaints but if and when they do occur it is our Job to turn a complaining passenger into a satisfied one.
Human nature, world over, is just about the same. A complaining passenger can be either for or against you depending entirely upon the manner in which his real or fancied grievance is handled. When you turn his grief into satisfaction It is only human that he should tell his friends and business acquaintances of the courteous treatment he received at your hands. He is actually glad to spread this good news but he is equally inclined to tell the world if he is permitted to feel that he has been mishandled.
When a person has a complaint he is never sure as to how it will be accepted. When he finds an interested listener who treats his real or fancied grievance with consideration and helpfulness, his criticisms are turned to praise and he becomes a booster for you and the organization you represent.
Many of us unfortunately look upon complaints as just more grief. Some of us take the attitude that the passenger is wrong and we listen unattentively and with aloofness, working harder to think of a way of getting rid of these annoyances rather than giving a thought to being helpful. This attitude merely irritates the passenger further*
Every employee in Pan American who is in contact with the passenger, is on the firing line in the handling of complaints. It is his duty to see that
Passenger Service Bulletin No. £, Vol. 3
December 1, 1944
Object Description
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| Title | Page 1 |
| Object ID | asm0341006603 |
| Digital ID | asm03410066030001001 |
| Full Text | PASSENGER SERVICE DEPARTMENT BULLETIN Vol. 3 Numbr Z HANDLING OP COMPLAINTS Many books have been written and many courses are available in educational institutions providing information and training on the art of salesmanship, and I think we all agree that salesmanship is the life blood of a transportation company. There are, however, many forms of salesmanship. One about which very little has been written is the necessity of properly handling complaints. There is an old saying that a difference of opinion is what makes the world go around. A transportation company as large as Pan American, which practically circles this world, is bound to encounter many differences of opinion. Naturally we are all working toward a minimum of complaints but if and when they do occur it is our Job to turn a complaining passenger into a satisfied one. Human nature, world over, is just about the same. A complaining passenger can be either for or against you depending entirely upon the manner in which his real or fancied grievance is handled. When you turn his grief into satisfaction It is only human that he should tell his friends and business acquaintances of the courteous treatment he received at your hands. He is actually glad to spread this good news but he is equally inclined to tell the world if he is permitted to feel that he has been mishandled. When a person has a complaint he is never sure as to how it will be accepted. When he finds an interested listener who treats his real or fancied grievance with consideration and helpfulness, his criticisms are turned to praise and he becomes a booster for you and the organization you represent. Many of us unfortunately look upon complaints as just more grief. Some of us take the attitude that the passenger is wrong and we listen unattentively and with aloofness, working harder to think of a way of getting rid of these annoyances rather than giving a thought to being helpful. This attitude merely irritates the passenger further* Every employee in Pan American who is in contact with the passenger, is on the firing line in the handling of complaints. It is his duty to see that Passenger Service Bulletin No. £, Vol. 3 December 1, 1944 |
| Archive | asm03410066030001001.tif |
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