I work in customer service so I deal with a lot of unhappy people every day. 95% are polite, considerate and more than willing to converse in a nice way. About 3% are just indifferent. Not rude, just not interested. Then there is that last 2% that need that new surgery, and oh how I do want to tell them so, some days. But you know the policy. Just smile and take care of the customer!