You know better than we do that many customers are unreasonable, but there are many times where I notice that just a bit of empathy on the CSR's part can go a long way to defusing an angry customer, or potentially avoiding a poor customer experience altogether. Certainly you agree that passengers with reasonable concerns shouldn't be treated poorly because there are some prima-donnas who expect everything to go their way.
We're channeling each other this evening.
Read my post below yours.