Originally Posted by TSASuper
It is "mis"managers like this that should be terminated. I believe it is possible to maintain security with a high level of customer service. I've always heard the phrase, "You must sacrifice one to have another" when it came to security and customer service.
I always stress to the screeners to remain calm regardless of the passenger's demeanor, unless the passenger begins to threaten you personally. Then call me over and I can handle the situation. Luckily, it has never escalated to that level.
No arguments from me on this one.
However, managers, especially in the public sector, are usually very well entrenched in their positions. Chances of them getting fired are not very high.