In the world of sales and customer service, you talk to a lot of very nice people. These people are glad that you listened to them and addressed their questions and concerns. There are also those people that call you for help, but they really do not want any assistance. These people simply want a live voice or name that they can yell at verbally or by e-mail.
As the responder to the customer you can take the low road and yell back at them. The second option is the defensive road, where you try to defend the company's position. The Time Warner option, would be to transfer them to someone else without ever assisting them. Or the final option, and as I learned today maybe the best option, address the question as simply as possible and end with a "Thank you and God bless". I mean really, how can someone come back at you when you end with "God bless"? No never no, maybe you will even receive an apology from the person out of guilt. Hey, I have seen it happen.
In conclusion, a little southern charm and politeness can defuse many situations. But when this does not work, feel free to take the Time Warner approach.
The most wasted of all days is one without laughter. ---e. e. cummings
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