is much more powerful than many people realize.  That smart phone in the customer’s hands is the equivalent of a nuclear weapon.

Woe the employee who is captured on video “losing  it”.  It’s not just the brand that gets damaged.  It might be tough to get another job once you have been immortalized under pressure.  And travelers can exert huge amounts of pressure.  Especially when there hundreds of them and you’re the sole agent trying to placate and fix a problem you didn’t create.  Pity the customer facing agent.

Here are some recent examples of what agents face.



This one is outrageous.

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