Impatience, however, comes with the territory. A customer wants fast, courteous service. When they have to wait, they are not getting what they want. When callbacks are unavoidable, arrange to call the customer at a specific time. Do everything possible to honor this commitment.
Some customers are too quick to talk to supervisors.
There will be times you cannot satisfy a customer. Discuss these situations with your supervisor to learn how they are to be handled. Yes, some customers could avoid calling you if they tried to solve their own problems. Be grateful when customers call.