Quote 28 Feb 287 notes
まずお客が怒り出した時には、「気が済むまで怒らせる」ことが必要である。例え相手の言葉に「えっ？」と思うことがあっても、絶対に反論せずに、ひたすら乗客のクレームを「真摯な態度で聞いているふり」をするのだ。たいていの客は、言うだけ言うと「言いすぎた」と後悔し、おとなしくなる。
— 客室乗務員に学ぶ、ワガママな客の鎮め方：日経ビジネスオンライン (via whimsy) (via proto-jp) (via kml) (via ontheroad)
2009-02-28 (via gkojay) (via oosawatechnica) (via kml)
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