Rojola, I understand where you are coming from. I've worked with the public many times in my life and some people are just plain mean! It's like they go after folks just to draw blood. I think they know they have a captive audience of sorts and just close in for the kill. In the customer service position you refrain from bucking up when you're attacked because you try to represent your company (and you) in the absolute best and most professional way possible.

I don't know exactly why some people pull that garbage but I like to think that it doesn't have anything to do with me personally. I imagine that something has them off kilter at that moment or they are miserable rotten human beings out for their brand of fun. I try to remember that I am the one who is in control, certainly not them. I mentally duck so their yucky, vile words don't touch me. If that means I put them on hold, that's what I do and sometimes I transfer them to my boss to take care of. They don't pay me enough to be manhandled like that. I hope you don't have to deal with many like that.