A flight attendant's wise formula for defusing verbal conflicts with passengers: (1) Apologize for the person's bad experience. (2) Accommodate where you can, or in some fashion. (3) Ask if there's anything else you can do. (4) Inform higher-ups. (5) Apologize again.
This was from Carlin Comish Laviolet's book, Sky High Careers. I find this book to be full of invaluable life wisdom, applicable to any job, and applicable to many areas of life, outside of employment and work.
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