Anyone who explodes here in rage probably never worked in support. You get your share of assholes. Actually, you get more than your share of assholes.
Do you know there are systems that listen to customers on hold, and if they seem angry, puts them to the front of the queue?
People in support encourage that behavior, reward it, by doing things for people when they get angry. They reward anger, even when not talking to anyone! As a result, people pretend to be angry. I know a guy, who, I've never seen get angry ever.......but when he called support once, I saw him pretend to be angry. Because that gets results.