A rep comes at me with that voice and I know damned well they aren't listening to me, don't give a fuck about what I called about.

I was training a customer service class and we listened in on my best friend. He was bullshitting with someone from near his hometown about local foot-the-ball. They were stunned! How unprofessional! Then my guy promptly handled their issue, everyone happy.

The point wasn't that he had the background to talk to someone like that. The point was that he talked to them as another human.