I wonder what type of vehicle airlines use to check the customer service skills of Ticket Agents, Gate Agents and Flight Attendents. While most of the people in these roles are perfectly fine, there is always a sizable minority that treat the customer in an incredibly cold and unfriendly way.

I wonder if there is anyone who checks up on the customer service skills of the airline staff in these roles. Mystery shoppers? Are Airline employees in these customer service roles rewarded in any way for smiling and being nice to their customers? Is there anyone who is hired to check up on their attitude and helpful manner?

On the TV Show "AIRLINE," unhappy customers always ask to see the Gate Agents "Supervisor", but generally that request is denied, or if a supervisor does come by, he/she will always support the unhelpful gate agent and ignore the customers complaints. It seems like working with the federal government.

Maybe there is a formal system for evaluating the customer service skills or airline employees? Or is there?