That's horrible being punched for you doing your job! I'm lucky nobody has screamed or punched or do little more with me than to show me their irritated or frustrated faces.

Maybe we can try to calm the customers down first before trying to explain?
I mean sometimes I as a customer, can also get frustrated, imagine trying to tell someone the coaxial cable can't fit into the cable outlet and that service guy thinks I'm some kinda stupid computer illiterate person -_- (I'm a programmer analyst)
Obviously I know what I'm doing and I just want to get ppl down to change the cable outlet that's all. After all the recorded voices, finally get to him, he listens to like not even 10 mins he tells me he'll get back to me 1/2 hr later which > 1/2 hr later, he DIDN'T CALLED. Now, how frustrating can this be?

I actually heard from a family member recently that the customer service area of a car company somewhere puts mirrors up behind the desk, so that the bitching customer can see just what they look like when they're bitching and maybe, just maybe, realize 'would I want someone to do this to me?'.

And apparently, its worked great. We must distribute mirrors everywhere!!!

it's actually funny some of the excuses people give the management when said management is brought out due to the customer has issues. I've even heard a customer respond to a manager's question of "why are you doing this to our employees?" with "cause it makes me feel good, jackass"