I understand you, Jim, but I think you could find a way to make your point without belittling his opinion on the matter.
I used to huff and puff over every little customer service issue. I've found over time that yes, remaining calm is the order of the day. People will **************** up and as long as they're courteous with you, they should get courtesy in return. However, if they're jackasses and disrespect you, sometimes you have to unleash the dogs of war.
