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Call center agents must have tough skins. Freaking out or responding in kind because they hear profanity or anything else offensive does not a long career make. It's a parasitic burnout profession anyway, but training has to include serving alternate cultures and demographics. Difficult customers are part of that game.
If Dell is hiring call centers that don't have this nailed then they must have stooped to outsourcing their outsourcing. (seriously)
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There are a vast number of people who are uninformed and heavily propagandized, but fundamentally decent. The propaganda that inundates them is effective when unchallenged, but much of it goes only skin deep. If they can be brought to raise questions and apply their decent instincts and basic intelligence, many people quickly escape the confines of the doctrinal system and are willing to do something to help others who are really suffering and oppressed." -Manufacturing Consent: Noam Chomsky and the Media, p. 195
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