" When people go on the attack it’s usually because they feel (rightly or wrongly) that they’ve been treated poorly. That’s especially true if you’re dealing with angry and frustrated customers. Often such people feel hurt in many areas of life but save their “road rage” for outbursts that they believe won’t get them fired, divorced, or arrested—like kicking the dog or yelling at you. "

― Mark Goulston , Just Listen: Discover the Secret to Getting Through to Absolutely Anyone