jhayes_1780

The story was mentioned in todays FT "talk mail" e-mail blast....

So the story just got another 14:59

bniu

He could always create a fake FF account that only a select few at HQ knows is fake and call in and assess the phone agent quality. He could also send his most trusted assistants to go undercover, but these would have to be assistants who he trusts to give him unfiltered reports, or maybe even have them wear wires...

vnatraj

Maybe this guy was setting up the CS agent, but I don't understand how a majority of you are sure that the CS agent did nothing wrong!

valor155

+1 because this is actually a result you should want as a traveler if you feel you aren't getting even basic customer service, or being flat out disrepected.

The issue is that you want your problem resolved, if you aren't getting anywhere, and then saying, "I am going to record this conversation, so I understand everything clearly.", get's you some where, then that is good.

I'm not talking about recording something to be uppity . . . I'm talking about correcting clear disrespect.

I do suppose a precondition to this action should be, "I need to speak to your supervisor about this interaction." If they refuse flatly, then let the camera/tape roll.

EDIT: I just watched the video. I agree, we don't have context of what happened before. He could have been yelling at her before for all we know, or just recording the same exact behavior. BTW, you can record in this circumstance. He wasn't hiding that fact.