"Thank you for calling Turbulence Airlines. This is Carol; how can I help you?... From where?... To where?... Departing on which day?... One-way or round trip?... Returning on which day?... How many are traveling?... Is anyone traveling under the age of twenty-one, over sixty-five, or active duty military?... Thank you. One moment, please." I begin every call with the same phrases as I have for twelve years, forty hours per week, more often when sales …showed first 75 words of 917 total…

…showed last 75 words of 917 total…well as the balance of the airborne public. Although very call begins with the same phrases, the prospective passengers on the other end of the telephone never cease to astonish me with their rudeness, cerebral simplicity, and repulsive behavior. A reservations agent with five or more years of experience is keen and sharp, prepared to evaluate and manage any type of customer call. When patience and humor fail, it must be time for a break.