When I did phone technical support for a computer company, I received my share of angry customer calls. In addition to keeping calm at all times in response to

When I did phone technical support for a computer company, I received my share of angry customer calls. In addition to keeping calm at all times in response to angry statements, I would try to subliminally impart better customer behavior on all calls. Since this was in the days of Windows 95, I would often have to spell out DOS and Windows commands. If the command included an "I" like "regedit" or "sysedit", I would specifically say "I as in intelligent" for that letter. These were almost all fairly complicated issues like getting a modem to work in the days of Config.sys and IRQ conflicts and "Plug and Pray". Having a customer primed for intelligence couldn't hurt, as I was leading the customer through regedit and sysedit editing over the phone (no fancy remote control software existed).