Hey, I work for an insurance company, Aviva, so I know all about phone etiquette. I'm usually pretty good at maintaining my cool but when it comes to a dog being mistreated and hurt I lose it. I felt bad though, poor woman called in with a question and left with that.
I can't stand when they call in on speaker phone and they can't understand what I am saying or when they call in and they're eating their lunch. It boggles my mind how people think thats acceptable.