Me: "Thank you for calling..."
Customer: "Okay, I got this serial number..."

Rule #1: Never break our greetings. Not only it will make us loose our concentration, it doesn't look on recording either. When it doesn't look good on recording, we'll be taking all the shit. And we don't want to be taking all that shit do we?

Me: "Alright how can I help you?"
Customer: "Here, check this tag!"

Rule #2: Do not order us to do things. We do not like to think that our job is to take mindless order from some fag who thinks he/she is all important and wouldn't want to make them angry. When you call to us, you're subjected to our question & troubleshooting orders of your problem, not the other way round.

Me: "Hmm, I can't seem to see this code..."
Customer: "How come?"
Me: "It looks like it's an international tag."
Customer: "Shit! I got this unit transferred! How dare you said you cannot see it?"

Rule #3: Never make falseless accusation. We only state from what we can see at the screen. If you have a problem, you shouldn't have called to Technical Support. And for those idiots that has problem with reading, get someone to read the contract to you. There are some product that simply doesn't have any international warranty.

Me: "Well, we do not support..."
Customer: "I got this unit transferred, don't you dare say that!"

Customer is having another strike one on Rule #3.

Me: "You do need to claim the warranty from the country of origin..."
Customer: "I don't care I want to talk to your manager."

Rule #4: Never ever say that. Technical Support agents are highly trained and we know our stuff, so take our word when we said there are some problem when we say so. Never say otherwise and never undermine our power. Asking for manager is one such act that will lower the customer's credibility and cause some us to take more provocative action.

Me: "I'm sorry but my manager is not here. We're operating now on..."
Customer: "Don't you bullshit me! I want to talk to your manager..."
Me: "Yes I understand your concern but he is not available. Perhaps I can take a message for you?"

Customer was too pissed off that he slammed the phone. So remember the Golden Rule: Technical Support agent are people as well and they need to be respected. Cross us and prepare to take a very serious consequences.

If he has only treated me with respect, I'd probably have help the bloke out.