affected no more by insults

this is not a good day for me. i experienced another insult by one of the clients/cardmembers. it was actually a transferred call from the customer care department. the caller was already blowing his top and he got more aggravated when i handled the call. he doesn't like the idea of talking to so many people and being transferred several times. before i ask how can i help, he started saying how incompetent my company is. how inefficient all the employees are. i let him do the talking. he threatened me by saying he is going to close the account. all the curse, all the insult, the screaming and shouting on top of his lungs. i embraced them all. he noticed i just kept listening and never butt in. after he got tired of talking, i asked again how can i help. the issue was so easy. he wants the charge on his account be credited back because he already paid cash. i just informed the CM to let the merchant call us and everything will be taken cared of. the merchant should be the one requesting fro reversal and not him. that's just it. he then realized how stupid he was for getting mad unncessesarily. he ended the call by apologizing.