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we have a change of shift for the month of june from 9pm to 12am shift. its a bit difficult to adjust to the 12am shift because i have been in the 9pm shift for past 6 months and suddenly there is a sudden change of schedule but that's ok i'll get use to it. so what happened last night, well i just got this frustrated customer calling about her problem in her software that it closes when she merge names of her contact person in the program. i was verifying her information and i could hear her taking a deep breath. i can sense that this will not be a good call. so when i asked her more info about the problem she doesnt wanna explain to me further about the problem anymore. so inorder for not to be eaten by the frustation of the customer i stand firm that i should ask her further info to better know what she's exactly doing that leads to the problem. but the frustrated no longer wanna talk to me so he gave the phone to her boss who was able to explain to me further about the problem. her boss was very nice that she allowed me to ask more further to better solve the problem in less than 5 minutes. so it was a good thing that the caller gave the phone to her boss to trouble shoot the problem coz if not we would have been on a long call. and on the last call that i have for the day which lasted for 2 hours and was even escalated to my supervisor due to a problem that was found to be a glitch on the program. i find it hard to duplicate the problem of the customer because i also had prob on my program which i would say is worst than what my customer has. fortunately i had one of our subject matter expert in tucson who was listening to that call and he was able to duplicate the customers problem that finally lead to a conlcusion that i was a glitch of the program.