Ten Types 
Order the Book
"Tell the customer to calm down"
CUSTOMER: "Calm down! Calm down! Are those ears on your head ornamental or are you listening to me!? It figures that you would be so rude and have no customer service whatsoever when your stupid spaceline can't even deliver luggage from Earth to Mars. Where's your supervisor? I want to talk to somone else!"
R&R: Now you did it. The Tank Customer pereives you as part of the problem. You have become their personal enemy and they are now focused on getting beyond you. Don't ever tell a Tank to calm down. Tanks are task focused. You have to address their issues and not their behavior. That is the quickest way to get them to calm down.
YOU: Go back and try again