I can tell from your post that you are one of those disgruntled customers who cusses and screams at CSM's. Sorry, but that's NOT an acceptable behavior. I work in CSM also, but my company says that if anyone cusses and screams at us, we can hang up on them. We are not expected to put up with verbal abuse; and there's absolutely no good excuse for that type of behavior. It gets the customer nowhere fast. I think YOU should have to do a CSM job for about 6 months, and I think you would see things differently. I doubt you would last that long.