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Got a fun call a while back from a crazed irrational customer. Though I work in Florida, the U.S. state with the highest volume of per capita insanity, there's certain special kind of crazy you get accustomed to when you work this job long enough. A call came in to a newbie sitting on the cubicle next to mine and within a minute I head her crying. She was a sweet kid a few years out of highschool but generally she handled herself well under pressure. So I signal to her to transfer the call to me so I can take it off her hands. She asks the customer to hold on a moment and transfers the call to me and it went something like this.
Me: Good afternoon, this is...
Irate Customer: Who's this?!
Me: ...this is "my name". How may I help you?
IC: First off you shut my G**damn power off and I'm Pi**ed off.
Me: I do apologise for the trouble but I'd be happy to see what options we have available to restore your service. I see we have a past due balance...
IC: Shut up! The only thing I need from you is a location for your company.
Me: Absolutely, payments can be made at local payment stations, if you'll allow me a moment I'll be...
IC: Aren't you listening?! Did I ask you for a F**king payment station?! I asked you where your office is?
Me: Well, unfortunately my office doesn't accept payments, we just take calls. But I can...
IC: I swear to God this idiot's retarded. ARE YOU RETARDED? I ASKED FOR YOUR LOCAL OFFICE!
Me: ...May I ask for what purpose?
IC: So I can go down there and beat one of you to hell.
Me: *immediately press the "record" button that signals company security* I'm sorry sir I don't think I understood your clearly. Could you repeat that?
IC: WHY?! So you can record it?
Me: *lying* Oh, this call's been recorded from the moment you were transferred to me, I was simply seeing if you wanted to clarify what you just said, as I may have misunderstood your comment. *normally this is when they start of back off... not this guy...*
IC: Well let me make this real clear for you "JOSE!" *racebaiting... how quaint* You're gonna tell me where your office is, and I'm going to go over there and beat the F**k out of the first one of you I see. Is that clear enough for you.
Me: *queue subtle sarcasm* Sir, assaulting our employees will do nothing to speed up the process of reconnection. In fact the closest facility is the same service station that will be completing your reconnection order after you've made a payment on your account. I'll doubt they can complete a reconnection quickly if they're threatened with bodily harm.
IC: You smug little s**t, you're real smart on the other end of this phone, how about I come beat your a**.
Me: Unfortunately, threatening me with violence will also do nothing to expedite the order.
IC: I'm not getting OFF of this phone until YOU GIVE ME A LOCAL OFFICE!
Me: I can't give you any office but allow me to transfer you to a department that may be able to help.
IC: You aren't getting off that easy you little... *transfer to company security*
Sometimes keeping your cool makes them even angrier. Later on I found out that this guy kept talking crap to the security agent I transferred him to. Cops were sent, charges were pressed. Now whenever he gets disconnected or reconnected it gets delayed until a police escort can be present. So it takes him about an extra 8 hours for him to get his power back.
Me: Good afternoon, this is...
Irate Customer: Who's this?!
Me: ...this is "my name". How may I help you?
IC: First off you shut my G**damn power off and I'm Pi**ed off.
Me: I do apologise for the trouble but I'd be happy to see what options we have available to restore your service. I see we have a past due balance...
IC: Shut up! The only thing I need from you is a location for your company.
Me: Absolutely, payments can be made at local payment stations, if you'll allow me a moment I'll be...
IC: Aren't you listening?! Did I ask you for a F**king payment station?! I asked you where your office is?
Me: Well, unfortunately my office doesn't accept payments, we just take calls. But I can...
IC: I swear to God this idiot's retarded. ARE YOU RETARDED? I ASKED FOR YOUR LOCAL OFFICE!
Me: ...May I ask for what purpose?
IC: So I can go down there and beat one of you to hell.
Me: *immediately press the "record" button that signals company security* I'm sorry sir I don't think I understood your clearly. Could you repeat that?
IC: WHY?! So you can record it?
Me: *lying* Oh, this call's been recorded from the moment you were transferred to me, I was simply seeing if you wanted to clarify what you just said, as I may have misunderstood your comment. *normally this is when they start of back off... not this guy...*
IC: Well let me make this real clear for you "JOSE!" *racebaiting... how quaint* You're gonna tell me where your office is, and I'm going to go over there and beat the F**k out of the first one of you I see. Is that clear enough for you.
Me: *queue subtle sarcasm* Sir, assaulting our employees will do nothing to speed up the process of reconnection. In fact the closest facility is the same service station that will be completing your reconnection order after you've made a payment on your account. I'll doubt they can complete a reconnection quickly if they're threatened with bodily harm.
IC: You smug little s**t, you're real smart on the other end of this phone, how about I come beat your a**.
Me: Unfortunately, threatening me with violence will also do nothing to expedite the order.
IC: I'm not getting OFF of this phone until YOU GIVE ME A LOCAL OFFICE!
Me: I can't give you any office but allow me to transfer you to a department that may be able to help.
IC: You aren't getting off that easy you little... *transfer to company security*
Sometimes keeping your cool makes them even angrier. Later on I found out that this guy kept talking crap to the security agent I transferred him to. Cops were sent, charges were pressed. Now whenever he gets disconnected or reconnected it gets delayed until a police escort can be present. So it takes him about an extra 8 hours for him to get his power back.
SC's really don't get that making physical/death threats means they won't get anywhere..except jail.
to Sarcastro's security and local police for giving this SC what he had coming to him! And to Sarcastro as well for keeping cool and giving him enough rope to hang himself. 
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