Another video went viral- how do you handle not-so-good encounters?

every one on that environment should have the knowledge on how to handle irate customers, it is not something someone learns easily. but it is something that can be learned on training and seminars. if indeed the guard touched or grabbed the lady then it is improper in my own opinion, he should first ask for an apology for the inconvenience and tell her that it is standard operating procedure that every one gets checked, and while explaining to the lady someone must immediately contact higher authorities immediately such as supervisors to help solve the issues, because a guard is only there to check the bag but not to handle arguments such as what had happened, it is the work of somebody higher position than that. if i were the guard i would say "good morning miss...i am juan dela cruz...may i have your bag checked please?....if she answers "NO"... then immediately somebody must call the supervisor and at the same time i will ask her again and again to have her bag checked...i will repeat it as long as she wouldn't allow me.at the same time i will tell her.."my apologies for keeping you on hold miss but may i have your bag checked please"?.... until higher authorities will be around to address the issue. but never will i attempt to touch the lady.

I use to be hot headed and confront but I learned to be cool, calm and collected, I recently have an issue with a security guard, There is a dress code in the building where I work , but during Halloween everyone is invited to go to work in costumes, the security didn't know that and he doesn't want to let me n cos its against the dresscode to be not in corporate attire. I try to be civil in the situation and didn't let my nerves takes over even-though I want to beat the crap out of him.

I would have been calm and apologize for my mistake on not following the protocol. The guards are doing their jobs to check the belongings of those people and have them be safe also. I don't know what really happened, but the fact that the girl had the gall to raise her voice at lady guard who is probably older than her is what irks me about it the whole thing. Also, the fact that the girl said she's educated, well, she doesn't look educated at that point in her life really.