ang masasabi ko lang dyan.... normal talaga yan sa isang agent na maka encounter ng irate customer. 1st thing to do warn the customer not to use fowl words, kung ulotuloy parin sa pagmumura for at least three times... tawagin ya yung floor officer na incharge sa ganoong situation.... masakit talaga pag minumura ka but u thats part of being an agent.. just dont take that personally