This conversation is very interesting. In my jobs where I have dealt with customers (especially call centers), when I have had to deal with someone who has out of control rage, it could sometimes really throw me off my game (it would effect my concentration). I would feel like I shouldn't hang up or transfer them to where ever (we had days in my job working for the telephone, cable and internet company where the wait times were in excess of 30 minutes which made customers unhappy before you even picked up) like some of my coworkers did. Back then, I made the mistake of trying to reason with them and be honest about what I had the power to really do for them. I am afraid that I heard some of my colleages make promises to a raging customer that they could not keep. They made that promise to get rid of them. Some ragers are unable to control themselves but others use it as a tactic to get what they want. The ones that thought they got what they wanted were likely going to be more angry when they called back because they didn't get what they were promised.....