Well, I work in a call center – Orange Mobile customer care. I’m one of those people you yell at when you’re having a bad day, and you can’t accept the fact that sometimes, a mobile phone doesn’t work. They are terribly made little pieces of plastic, and you expect them to work perfectly all the time, and it’s never your fault – or your responsibility – when they break. So now I’ve been in the position of "agent" for a while – being the monkey on the phone – I’m moving up to "service coach" which allows me to talk to the A-grade annoying customers with problems that they won’t accept can be fixed by the mere mortals that are the agents. Service coach is basically supervisor – doing the hard things, making sure the rules are followed etc. It’s a little bit of a payrise, and it’s a lot more responsibility, but it’ll be worth it, and I’ve already been basically doing it for a while now :)