I work for an energy company and my boss pulled me into a meeting to show me a call I could have done better on and the caller was clearly not permitting any help and was just going off on me without letting me even get a word in and not letting me assist them so I just did my best to hold it together and get them where they wanted to go. Boss told me that I missed “quality points” because I clearly didn't do enough and gave me a verbal warning for not being in control of the call.
I deal with cranky or annoyed people everyday(reasonable, I would be too) and for everyone of them I try to calm them down but the one who could not allow me to help and was just rude as can be was the one call I get docked on. Pardon my French but fuck this.