[freehunter]

Sometimes it’s going to be unavoidable. I used to work in help desk and at least once a week an employee would either cry, or take their phone out of the queue and storm out of the office, something to that effect. I remember two occasions where an employee punched a hole in the wall. I took a day off work because one of the callers threatened to come to the office with his gun if I couldn’t solve his problem.

Sometimes there are jobs that have to be done but that make it really hard to control your emotions. And some people have a really hard time controlling their emotions anyway. It’s better to have a safe place to let that out.

[PhasmaFelis]

I'm sorry you had to go through that, but unless you work at a suicide hotline or one of the departments that tracks down child-porn creators or something along those lines, people breaking down at least once a week should not be "unavoidable." I know help desk is always going to be stressful, but employees need to be empowered to speak sternly to, and hang up on, abusive customers. If they're not, that's a management failure, not just an unavoidable reality.