Trade secret

Crooked Timber has an anecdote about the sorry state of American education:

Howie Becker tells a similar story about dealing with recalcitrant call center staff. He had learned from a relative that, at his airline, difficult-to-manage customers were labeled “irates.” First the representative would try to fix the problem, but if the caller persisted they would get bumped up to a supervisor. The representative would tell the supervisor, “I have an irate here”, short for “irate customer.” Becker decides he might as well cut straight to the supervisor, so he calls the airline and says “Hi, I’m Howie Becker and I am an irate. Can you help me with this ticket?” The representative sputters, “How did you know that word?!”