Originally Posted by
TSORon
There is a very fine line between what some consider courtesy and what others consider rudeness. Its pretty much personal perception, subjective and non-quantifiable. What I see as outstanding customer service others are going to see as brisk, rude, and obnoxious. When one is dealing with individual perceptions there are always going to be disagreements.
This is a fair point. When I was screening passengers, about 10-20 out of every hundred would compliment me for providing a thorough, quick, professional screening. About 1 out of every hundred would complain that it was the most invasive, unprofessional, obscene screening they had ever received.
Originally Posted by
TSORon
Actually, we don’t need to be knowledgeable of those laws at all. All we need is a firm understanding of the rules and procedures that have been set out by the upper level management of the TSA. Its helpful, sure, but not necessary.
Actually, I would argue that field employees very much need to know the laws the pertain to our jobs. I know HQ doesn't necessarily agree with me.