Sometimes, it seems impossible to use excellent business communication skills with your customers. Especially when they themselves are not the most polite when communicating with you. How do you think business communication skills could improve the overall business in the following story I found recently:
“An extensive survey of airport staff throughout the United Kingdom appears to show that customers at Glasgow airport in Scotland are the rudest and most ill-mannered in the country.
A questionnaire was sent to over 2000 airport employees asking them a number of probing multiple choice questions about the behaviour and politeness of their customers. The questions they were asked included:
‘Do customers ever raise their voices angrily?’ and ‘Has a customer ever been confrontational or argumentative?’.
The UKs busiest airports at Heathrow and Gatwick were among the worst but the list was topped by Glasgow airport. Survey results appear to indicate that customers at Scotland’s premiere airport have the worst manners of any airport customers in the UK.
It was clear that certain areas of the airport were bad-behaviour hotspots. The worst area for rude outbursts from passengers was found to be the check in desks. People appear to become very stressed by the restrictions on hand baggage size and luggage weight restrictions and this provokes many toward angry outbursts.
Another area in which people lose their cool very easily is in the Glasgow airport parking lots. People become impatient when waiting for shuttle buses and blamed airport parking staff when they couldn’t remember where they left their vehicles.
Airport staff are trained in dealing with passengers who can be stressed by tight schedules. But noboby should be required to tolerate rude, belligerent and even hostile behavior when at work.
Glasgow airport managers have said that they are now considering a campaign intended to improve customer behaviour at their busy airport. They are acutely aware of the stress and even illness that can be caused to staff as a result of having to deal with problematic passengers.
A spokesmn for Glasgow airport said: ‘If our customers could be encouraged to be less rude then our stafff would have less stress in their daily working lives. We’re likely to see a reduction in staff turnover and the workforce are likely to be a lot happier.
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You may choose to fly from an alternative Scottish airport like Aberdeen or Edinburgh. Remember to book your Edinburgh airport parking in advance for some great savings.”