@mrxxxx: am pretty sure you've not experienced being an agent, know why? not all customer's would yell abusive words to you by using "slang words". There are so many reasons why customer is irate when you received their call, i say to you that one common reason why they are mad is due to the service that they paid for but they were not able to enjoy it..! they get pissed off when agents don't really care at all..
don't say that agents are using "slang words" for its really a ding in our part when we use street language. you don't really have any idea how professional we are when we treat customers..!