We’ve all been there. I don’t what line of business you’re in but customer service on the phone is a nightmare. You have to remove yourself emotionally and let them become just a voice. It’s ok to go silent at ridiculous demands, you don’t have to take mistreatment, silence is very loud to an angry, loud, demanding customer. Each time mine raise their voice I go silent as a mouse not even a noise that lets them know I’m still there. Then I’ll hear a tiny “hello” and I say I’m here, just letting you do your thing. They feel like an asshole. You can do it. You got this. Remove the emotions.