Phone issues here too. I made a call once and person on the other end of the phone was lacking so much knowledge to their job, it took my mind off how uncomfortable it was to use the phone, before I realize it was happening. I started wondering how the person was ever hired in the first place. I try to remember that whenever I'm forced into having to use the phone on a "bad day". Try to think its going to be harder for the other person than you. Then jump in.