<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by LexPassenger:
My opinion is that what you guys do is mostly worthless.
Your opinion is that it's a job, and somebody has to do it.
When we show you attitude, it's because of our opinions about the value of the harassment and inconvenience. We buy the tickets and are entitled to our opinions, even at the checkpoint. You are employed and are supposed to be nice to us, even if we're attitudinal.
</font>
Not quite, we're to be "friendly, fair and firm." When passengers start being rude, we drop the friendly part and start with the firm. Not all of us are customer-service specialists so my definition of firm is different from my co-worker who grew up in the Bronx.