I do not understand why people are asking the same question again and again ?? It had already been said... racially, and emotionally abusing the call center people is not acceptable but this is life and it is not perfect. Out of 100000 calls, there were 5 such calls...does that mean the whole America is bad ?? I think the girl was stupid to leave the job if that single call was the sole reason for her to quit. As it had been said here, it is part of your job to deal with nice people and also with nasty people. You should be prepared for it when you get into it. Anyway, just my 2 cents.