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I think this is one of the most embarrassing situation where Floor staff are facing on day to day basis.
There is nithing like a high profile customer. Do we mean others are low-profile??? Give immediate attention n priority. Empathise n imagine yourself in his or her shoes. Try to take him away from public eye n offer assistance. Ask n get specific details of the greivance By using mirroring technique. Offer immediate solutions without blaming anyone in the team even if you know who is responsible. If you r unable to help get someone who can. Do not n i repeat do not direct him or ger to find that other person himself on his own whether or not its a high-profile customer. Ensure help was given by the person you handed over the customer to. Lastly follow up n get feedback on how the customer feels now.
