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I agree that the phone slave on the end of the phone should be respectful and all but most really are I mean their job depends on it and if they are caught being rude they tend to get in trouble. The problem is though since it's on a phone and so many people that call in are so damn self-righteous that respectful behavior from the customer isn't nearly as common. I mean it says something that the person sitting across from you who you know is a nice calm person gets so frustrated and pissed off that they turn around and start pounding the shit out of their cubicle wall or their desk in frustration with the dillweed that won't listen to them. The customer even if they are frustrated can always call back another day or better yet if they get frustrated they can leave and do something else to calm down. The phone zombie if stuck there for a few dozen more calls where there is a good chance they will get the same treatment again.
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