Public relation and listening to complain of clients is not the area of everyone. Some people can handle them easily while others shirk. As the author has mentioned about some of his colleagues who are capable enough to satisfy their customers. it's their job to deal with their clients and satisfy them if they have any complaint about their company, services, products etc. And for performing these responsibilities they are paid. But one thing is quite obvious about front line staff that they can face anger, harsh words and sometimes abusive language too if their client speaks in anger. In this situation, patience should be maintained, and there is a test of PR staff on how to tame their client and make him realise his mistake too. Quality of the staff is if client apologises for his misbehaviour.