Retail Balls Award: It Goes Up The Chain Of Command, Before Rolling Downhill
I had a guy who was routinely abusive to people, thinking he was better than us so he didn't have to be at all polite and put one of the call entry girls in tears. So I had her transfer him to me.
I started typing everything he was saying as he was saying it and he went on for a minute or so before he caught on I was doing it. (I could type 120 wpm at the time, on an IBM Model M clicky keyboard... it'd once been described as 'two skeletons wearing tap shoes having a gunfight during a hailstorm on a tin roof over a rattlesnake farm').
I hadn't said a word other than 'can I have your case number'... He started yelling about how I couldn't do that and he'd have me fired and more abuse, and I took every bit of it down verbatim, with no censoring.
Once he'd finally figured out that I wasn't intimidated, he ran down.
TechTyger: "You done? Now, what's your actual problem?"
He finally told me, and it was something stupid that I could have fixed ten minutes ago if he'd just shut the fuck up and told me.
I fixed it, and did the ending spiel, he hung up, and I sent email to my supervisor and my manager with the ticket number and the explanation. At the time, calls were only recorded randomly, due to the lack of sophistication and copper phone lines (Noe, anywhere you call that says 'call may be recorded', the call IS being recorded) but fortunately that was one of them.
So, it went up to my manager's manager, to HIS boss, to the director for the entire account, over to their management, then rolled downhill and landed on this guy.
The next time he called in he was very, very polite. I found out unofficially later that he was required to call his supervisor for permission before he called the helpdesk and had been told (After other complaints, not just mine; the others were brushed off as 'the customer is...', well, you know. I won't write something that offensive here) that if the got one more complaint that he would be out on his ass so fast his pants would catch on fire from the friction.
I knew he knew it was me, when he called, from my voice and my keyboard, so he was extra super polite. It was lovely. :D