I sure notice my tone getting agitated at times and take a breath and apologize. It is a horrible situation; people in my private life know me as an unmovable rock and yet support scripts can really get under my skin. If I have a serious complaint I ask if they have a way to escalate before saying what I think--never been ill recieved.
Really! I have had no success escalating lately (with offshore call centers). The standard tactic is a 2-5 minute hold then an apology that they couldn't secure anyone.
A good tactic is to be able to voice your displeasure and frustration without making it personal. It's normal for a person in an agitating situation to be agitated. Just don't take it out on the helpless.
