
You’ve been that customer. You’ve sat on hold, forced to listen to the same endless loop of elevator music, only to have your call routed to the wrong department after a 16-minute wait. It may not have been Althea in Fraud’s fault that Ramesh in Technical Support actually meant to send your call to Rita in Account Management, but damn.
The angry hardly ever see themselves as angry. We treat anger as a temporal emotion, a lapse in our rational judgement, a strange impulse that took us by surprise. “I don’t know what got into me,” we laugh.