If you ever have a difficult situation to manage, you might consider the approach offered by this obviously well trained Customer Service Officer.
Indeed, an award should go to the Ansett Airlines gate
attendant in Sydney some months ago for being smart and funny, while making her point, when confronted with a passenger who probably deserved to fly as cargo.
A crowded Ansett flight was cancelled after Ansett's 767s had been withdrawn from service. A single attendant was re-booking a long line of inconvenienced travellers. Suddenly an angry passenger pushed his way to the desk. He slapped his ticket down on the counter and said, "I HAVE to be on this flight and it HAS to be FIRST CLASS.
The attendant replied, "I'm sorry sir. I'll be happy to try to help you, but I've got to help these people first, and I'm sure we'll be able to work something out."
The passenger was unimpressed. He asked loudly, so that the passengers behind him could hear, "DO YOU HAVE ANY IDEA WHO I AM?"
Without hesitating, the attendant smiled and grabbed her public address microphone:
"May I have your attention please, may I have your attention please," she began - her voice heard clearly throughout the terminal.
"We have a passenger here at Gate 14 WHO DOES NOT KNOW WHO HE IS. If anyone can help him find his identity, please come to Gate14."
With the folks behind him in line laughing hysterically, the man glared at the Ansett attendant, gritted his teeth and said, "Well F**k You!"
Without flinching, she smiled and said, "I'm sorry sir, but you'll have to get in line for that too."

That's awesome!!!!!