... that it was quite acceptable to hang up on a customer...
I received a call from one of our Business Unit's senior directors at head office, about a local problem we had (can't remember exactly what it was - 20 years or so ago, but as I recall it involved an Exchange problem that I had troubleshot and determined what the problem was when they took too long to do anything about it (we used to do our own troubleshooting and maintenance out in the provinces, but those privileges were rescinded and moved to HO, due to one of my colleagues in another province deleting most of the company user mail accounts (he thought he was working on his local server, but was actually on the main server, and all he wanted to do was clean up his user accounts. We had warned them initially that it was daft to give everyone admin rights on all servers and that it should be compartmentalised with access restricted to local servers only, but they knew better). I somehow still had the admin password, so was able to pinpoint the problem and then sent an e-mail to the clever hotshots (using my HoTMaiL account, when Hotmail was still fresh and cool), detailing what the problem was and also giving the fix. I was not being a smart-arse about it - I just wanted the problem to be fixed asap, as my users were getting grumpier as the hours went by).
Anyhow - as I picked up the receiver the flecks of spittle were coming out the earpiece as he lay into me. When I got a gap I politely asked him to stop shouting and swearing at me, or I would hang up on him; which I did when he started screaming at me again. About ten seconds later the phone rang again - same story.
After I had hung up I went to my boss and gave him the whole story. He was quite supportive (not that I expected anything less - he was super) and said that he would sort it out. About an hour later I got a call from the same director, this time meek as a lamb and most apologetic.
Oh, the problem had disappeared about ten minutes after I hung up on him the second time.
Not me - the main protagonist above ----->