He suggests creating a persona in your mind that bears the brunt of the pointlessly cruel emails, the adamant, but content-free bug reports, etc, etc. If these

He suggests creating a persona in your mind that bears the brunt of the pointlessly cruel emails, the adamant, but content-free bug reports, etc, etc. If these prickly letters in your inbox stop affecting you personally, you can be the calm mediator between your customer and said hapless persona. What's the kindest way we can elicit this web-illiterate customer's underlying problem? This other raving lunatic clearly wants an apology before we can address his issue. No sweat!