We all get those calls from time to time.

Usually, the issue is that we've had to tell them something unpleasant, or some form of not getting their way.

It comes with the territory, really. But, generally speaking, there's a discernible difference between someone who is simply desperate, and someone who is clearly trying to bait you into a negative interaction.

Then there's a special class of arrogance, the "I'm a tax payer, you work for me", or the ones who open with "I will be taking the survey at the end, so you make sure and keep that in mind, ok, buddy?", or the "i know so and so".

Of course, all the calls are recorded, so for those that have an agenda, that makes it extremely difficult to twist things around.

I don't know of a single person who has been let go over a customer report, or even disciplinary action.