Despite the nature of my thread, I enjoy working where I do I'm happy to help people out, so long as there's a bit of respect involved, and there more often than not is. I go the extra mile for those who are just here to buy whatever, and those who are complete shits I give the bare minimum.
You should get a job working for 911/999/112. It's awesome. Like other call center jobs, we're not allowed to "yell" at the general public (and I'll define yelling as raising your voice and using aggressive tones here). BUT - while we aren't allowed to "yell" - we are allowed to raise our voice and use aggressive tones.
You have to get mean with callers sometimes because they're panicked (or drunk/high/flatout tripping balls) and you need to take control and get their attention, or they're just plain mental and you need to not-yell at them for tying up the phone lines with trivial shit.
It's like the exact opposite of commercial call center culture: WE'RE always right, not the customer. We're the police, bitch. What we tell you is final. For us, the whinging is usually from people calling in to complain about a ticket they received or they're upset we haven't served a protection order (we have to physically serve them, not just leave them on the door, and if the person doesn't answer the door but we see them in the house, we can't force entry on a CPO and people hate to hear that the person they're pissed at still has civil protections against police aggression; plus, a CPO isn't a force field that magically keeps people away - they're violated ALL THE TIME). We also require either a date of birth or social security number when we verify warrants against someone, and people get pissed because they know where a wanted person is located (almost always wanted for misdemeanors out of something minor like a failure to appear in court or a bad check) and they can't understand why we need to verify we're arresting the PROPER Michael Smith when there are dozens in a city of over a million people.
It's great to not have to telefelate customers to make them happy. When someone does want to file a complaint against one of us, we refer it to our supervisor (a corporal or sergeant in the department) and they side with us over the caller almost every time.
Of course, those are the non-emergency administrative calls. The life-and-death calls are a different matter and we still have to do everything in our power to help them.
That sounds like a pretty sweet job. I can take the heat from people's aggressiveness and anger pretty easily. People think if they shout and make a scene, they're more inclined to get their own way but I think that's a farce, mostly because you can't embarrass me. I imagine talking to people over the phone is a lot easier when they get mad, though, because they can't exactly tower over you in a threatening manner if you're miles away from each other.
The customer misunderstanding (or not understanding completely) is a real pain too, I agree. Customers don't understand why we have to take their details sometimes (even in some cases, home deliveries are questioned by the customer with things like "huh? Why do you need my address?" ) and some (but a very very small percentage) fail to understand after we've given them the reason for our questions. It's a pain, but something to endure I guess.