I’ll admit I’ve been an asshole on the phone more than once. Between the long waits, the agents who don’t seem to know how in the world to resolve the problem or difficulty understanding accents, I’ve exploded and usually regretted it. I know I need to get a grip and after reading this article, will sincerely try to manage my anger and frustration better. I rarely express more than tight lipped impatience in person but somehow on the phone, my dark side takes over. Thanks for the reminder.