Anonymity gives people a false sense of superiority. From behind the screen of their computer or when talking to someone on the phone, insolent customers can feel their audacity levels ramp up to the maximum, spewing rudeness, entitlement, and general inhumanity at whomever stands in their way. Unfortunately for many customer service reps, call center workers, and online banking troubleshooters, their entire career is spent talking maniacs down from the seat of their high horse...