ABSTRACT
During a typical work day, you speak with scores of customers. Most are nice, a few are difficult, but you can bear it. The difficult ones don't push you over the edge, however each event is like a drop of water. It's annoying. A bother. Nothing you can't handle, just aggravation. One customer blames you for damage resulting from a rough freight carrier. Another customer is frustrated about fast-paced technology and hurls insults at you. Drip. Drip. Drip.
