Kill them with politeness. Just do what you have been doing, always be polite and refuse to budge. I always get a lot of satisfaction from being ultra-polite whilst they are screaming at the end of the telephone. I always pause before answering their rant, to make it seem as though I've been listening (I have of course).

I wouldn't try and protect the attourneys if something like this happens. I would say: "I do not have the authority to waive *these* charges as they are legitimate under our fee structure. You will have to talk to the attourney. Would you like me to put you through?" If she goes on about you talking to him, say "I do not think that that would be appropriate in these circumstances. Would you like to speak to him now, or may I ask him to call you?"

Although I understand that you want to be effective in protecting the attourney, who is protecting you? Thirty minutes of your time might bill the same as three of his, but it would probably take that difference in the amount of time for them to deal with the irates.

You seemed to do everything right. Sometimes you just have to swallow it, and  come and vent to people who understand (us at TAA!). You can only do so much until they make you God, after all!



Liz

*it's my turn to be God next*