How do you handle a tense customer situation? Address it head on. The Big Picture has a great example of this. Barry was on Jet Blue flight 229 from Burbank to JFK the day after the scary landing gear accident. Here’s his story:
“As you would imagine, the cabin was a bit tense. The co-pilot comes out of the cockpit before takeoff and announces, "the captain has personally inspected the landing gear of this aircraft, and he says these are the finest looking set of wheels he has ever seen on any aircraft."
Everybody relaxes. It was an uneventful trip."
Addressing the issue head on is the way to maintain your credibility with your customers and make everyone feel better about your brand.