call centre abuse
After years of flying, it certainly did help working in a call centre, why? Well because irate pax warm to you when you actually know what you're doing about when it comes to issues relating to 'in the air'. Some of them think you're stupid and have never been on a plane before, then you tell them of your experience relating to their problem and they are then your friends. As for navigating around telephone options and 'holding online' - you deal with it on a case by case basis and use humour (where arppropriate) and add some personality. I can assure you, it works.
Of course, there are just some people you can't please no matter how hard you try but similiar principles apply when you fly as crew aswell.