Customer Service and Conflict De-escalation Flashcards

Which statement is the best example of empathy toward a frustrated traveler?

Answer: "I understand you're worried about making your flight."

An empathy statement names and validates the passenger's feelings without blaming them.

A passenger argues that a screening rule makes no sense. What is the best way to respond?

Answer: Briefly explain the security purpose and the next step without arguing

A short, neutral explanation of the purpose keeps things moving without turning it into a power struggle.

Why should an officer keep a reactionary gap from an agitated person?

Answer: To allow time and space to react safely if behavior escalates

Keeping distance gives the officer time to respond safely while still talking with the passenger.

A passenger politely asks to speak with a supervisor. How should the officer respond?

Answer: Request a supervisor promptly and courteously

Honoring a request for a supervisor shows respect and often settles the situation.

A passenger wants to file a complaint about their screening experience. What should the officer do?

Answer: Provide information on how to contact TSA, such as the TSA Contact Center or a supervisor

Giving passengers the official way to send feedback is part of professional customer service.

Under TSA standard screening procedures, which travelers may generally keep their shoes on?

Answer: Children 12 and under

TSA lets children 12 and under leave their shoes on during standard screening.

A passenger wearing religious headwear is worried about screening. What may TSA allow if the headwear needs additional screening?

Answer: The passenger patting down their own headwear, followed by a hand swab

TSA may let passengers pat down their own headwear and then swabs their hands for explosive trace testing.