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I noted that people who started really angrily their conversation never made long phone calls. That was fine with me.
Cool pestering people were far more bothering.
When someone pisses me off, I feel it in my body. This is painful. The only thing I can think of is reacting physically. As the phoner doesn't see me, I can do what relieves me and talk as gently-but-firmly as I can.
So most of the time my attitude was non-verbal. I would do these insulting gestures. You need a forearm and a middle finger. It's an instant relief you've got to do every now and then since the dunderhead you're talking to won't grow wiser.
Another thing that helps (but you've got to be prepared to) is listening to the customer and marking down the word he/she uses the most. Once this is done, count how many times the word is uttered. Usually it's a curse word. As the figure of utterances increases rapidly, you get cooler, cuz any word - say - 10 times in a short period of time - lose their meaning.
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