During my previous job at Bold Penguin, I did encounter a customer who had been transferred around for about seven times. They were incredibly upset. They were very verbal, using slurs and all sorts of unprofessional language. Rather than tell the customer that we needed to stay professional, I allowed them to get their frustrations out. I emphasized with them, understanding that I would not like to be transferred from person to person as many times as that, guaranteed them that I would be able to assist them to the best of my ability. I engaged in small talk to possibly make it a better experience. At the end of the call, I managed to get them to the correct partner for the insurance quote that they were looking for.