All good advice and I use it when even when roles are reversed and I am the end user and I get great service. I think it is amazing in this day and age that grown people act like total jerks to service people who are trying to help them. I think I am a really good service person and sadly even using all these wonderful bits of advice still run into people who are just so tactless and feel they can allow curses to fly and play the bully no matter what. It is sad that people act so poorly even when there is no reason for it. My message to end users is act like a human being when you talk to a support person. Do not feel the need to say "You People" or curse, or be super pushy. Try and understand we will help you and that even though you are angry and cursing is not going to help things go faster and that if we acted as you did, we'd be fired.