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Yup!
Also, the customer needs to learn they are NOT always right.
You are rude and nasty on the phone, oops, your file got put under the 3 people who are pleasant to work with. No, I can't help you do your work, if you can't do basic work, how do you expect to find a job.
Working with the people who are laid off due to outsourcing, gladly, 99.9% aren't rude, are in shock, do not have a CLUE about what to do next. I have no problem being nice and helpful.
But if you call in and demand that I tell you what you should do, I'm going to tell you to suck an egg and leave me alone.