I have worked my fair share of customer service jobs. I always remained polite, even while being sworn at and told how horrible the company I was working for was. The man informed me his 3yo could make a better diploma frame than had been delivered (I always want to tell these kinds of people to have their 3yo make one then). I immediately scheduled to have the offensive merchandise picked up and removed from his home as well as had a refund issued. However, no matter what I did he felt the need to keep telling me his 3yo could do better ::headdesk:: Then he got mad at me bc even though the company had issued the refund, it could take up to 14 days for the bank to show it in his account. Oh he was livid. I told him to take it up with the bank.
I was a receptionist for an independent living reitrement home and a resident burnt popcorn in the microwave, so that hall smelled smokey - I had maintenance investigate. Had a bunch of concerned people call me, but one person in particular (who was visiting, not even a resident) was furious with me, saying I wasn't taking it serious, etc. like I should have called the friggin' fire dept. or something.

My husband gets so frustrated with me bc I'm so nice on the phone when I have a problem. But having been on the other side - I know what dealing with nasty customers is like. Granted, I do get very frustrated if left on hold for long periods of time or if it's taking a lot longer to get something accomplished than it should...I might get a little short, but try to stay polite.