Melissa was night supervisor for an airline company. One evening, at about 11 P.M. she was asked to deal with an angry passenger who approached her with the comment, “Your incompetent staff have lost my luggage bag again, and your X?#*!! baggage attendant isn’t helping me at all. Is everybody incompetent around here? Common, I want some service. I have an important document in the bag and if I don’t get it by 9 A.M., I will sue this airline for sure!” How should Melissa respond to the passenger?
What two trainings you would recommend that can help Melissa handle the situation effectively? Justify.