networkn:
Rude, impatient or overly difficult customers who expect thier IT issues to be instantly resolved, regardless of the nature or complexity of them, and being totally unprepared to accept they might have to wait as we have *lots* of calls today related to remote access issues because people can't recall the process or password or whatever else.
One guy called today asking why we didn't have more staff available.. When we told him he may need to wait 30 minutes, he threatened to call the MD and have them change IT provider. I called his boss and politely explained the situation (who strangely enough understood completely). The guy called back *very* apologetically a few minutes later. Apparently, he was told there would be a change of internal staff far sooner than a change of external IT provider :)
My response to a threat like that is "Would you like his phone number? I have it here if you need it."

