this thread is perfect.
um, i was mostly truthful today except at work one of the calls i got, i told this lady i'd send her claim in for review and we'd get back to her in 30 business days, and she said that was "bull," and i completely did not get upset and did not change my tone at all and kept going on like she hadn't even said it and i ended with "thank you for calling (insert insurance company's name here)" even though i wasn't thankful at all.
(but i'm proud of myself for not letting her meanness get to me, i'm starting to get better about that.)