We all have our own form of humour, and sometimes it comes out in common conversation, if fact, I like a good sense of humour. I love humour and work with it, but at the time time keeping myself professional, informative, and keeping on track. Is regards to an unsatisfied client/customer, I accept all callers viewpoint/comment and treat them the same, with respect. I listen to what they say, I respond accordingly and professionally.