A pet peeve of mine is receptionists that combat rudeness with even more rudeness. I always have noticed that if you're nice to complainers, the steam goes right out of them! People have even called back later to apologise to me and to thank me for putting up with them

My boss said I did a good job of handling the situation. This guy wasn't the worst case I've handled...some guy called and threatened one of the inspectors with violence once! Im glad we have the highway patrol on our side!