I'm actually surprised at how rarely I get an angry customer, and when I do get an angry one I'm usually able to help them out and make their day. Most of the people I speak to are professionals (engineers, electricians, etc.) and I help them with technical issues. Working a call center for something like cell phone bills or products that people use at home would be awful I would think. I did DSL tech support about 12 years ago for Qwest, and it was pretty horsefeathers. Especially since we had a "we don't troubleshoot home networks" policy...and the metrics we were evaluated on were calls taken and short call durations...not on actually resolving customer issues. Yikes! Those metrics suck. We have three metrics in order of their priority: 1. Did you eventually solve the customer's issue? 2. How many hours per day are you talking or available or entering notes after a call? 3. Did you solve the customer's issue on the first call?