SLF Ignoring CC. What to do?

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If you make a mistake, we will handle that between you and me, but I will back you up 100% in front of the pax and with the company.

And that Judd, with the greatest of respect to people who sometimes have a difficult job, is where things can get out of control.
When young or inexperienced CC make a mistake in dealing with an experienced passenger, blind loyalty to your staff can escalate a problem when a quiet word and apology would have settled everything.
After twenty five years of premium travel, if I had a pound for every time I've seen it....
On the other hand, during the same period I have seen people who deserve to be dealt with quite firmly treated with kid gloves to achieve the peace.
A difficult balancing act I accept.