Yeah, I just recently got put into that position of my job. Sometimes I'm the guy that gets calls sent to him when a rep can't handle it. I'm the next step up on the food chain if you will. Most of the time it's some stupid little trivial thing that makes the customer happy that the prior representative has forgotten to offer, because as Calliander stated earlier, I'm smarter than about 75% of the people I work with. And it's nice to do that. But I can really identify with Stone. It's kinda fun and empowering when you get those customers that won't calm down and you can be all like "I'm sorry sir but your stupid/irate rant is going no further up the chain of command, have a nice day." There are times when the customers can be satisfied by reasonable means, and then there are times when you have to lay the cards on the table and say "This is what we offer, you can take it or leave it. You can shop our competitors but you are not going to receive the ridiculous thing you have requested." Every once in a while you get the customer who has made some retarded interpretation of a promotion we've offered, then they get pissed off when you tell them what a sane person would have gleened from the promotion. Those are my favorite, mainly because we get to terminate the conversation per company policy. Then I get to think of them pulling their hair out over a dumbass interpretation of a promotion that was worded by an army of corporate lawyers. Then I get to laugh when I think about them trying to take that shit to arbitration against said army of corporate lawyers, oh the smiles...