I am referring to the public calling in to get technical issues fixed. A high volume call center. Their expectations and reality were/are sometimes quite a ways apart.
In that situation one has to use psychology and call control to attempt to fix the customer's issue's. And some callers were/are their own worst enemy. I was pretty adept in calming them down and fixing their problems, but there were always a few that were unreachable. If they became abusive I was not required to end the call, but had the "option, at my discretion" to do so.