I saw and heard many amazing things when I worked in a call center. In one fabulous scenario, I watched a co-worker explain (super kindly, I want to emphasize) that she was going to put the caller on hold because he was getting a little agitated and she wanted to offer him the opportunity to calm down. (It worked too. She was a caller-whisperer.) And while it occurred to me to have fun with my customers – in a respectful manner of course – this is totally awesome.