Anybody who has worked in customer service knows how mental exhausting it can be. Since you are the face that has to deal with any sort of problem the customer is having, it is now 100% your fault. Even though it is something you have no control over and had nothing to do to cause it. Sorry, it is your fault now and that Karen needs somebody to yell at, so buckle up. 

Older generations pushed the «customer is always right» mentality, (which isn’t even the entire saying, it’s: «The customer is always right in matters of taste) but now millennial employees have deemed it toxic and are tossing it out. Millennials have been through enough, they do not want to be made to cry over a burnt steak that they didn’t even cook or a late flight that they had no control over… So what do you do when you want to keep things professional but also maintain your sanity? This millennial flight attendant is showing everyone how!