I worked in IT and was very thankful I had a manager that wouldn't put up with any bullshit from customers. Any kind of disrespect to the IT people would lead to the customer being chewed out and banned from getting our help. The manager gave us an open form to submit any such issues. We were encouraged to be transparent with customers about the issues, if the problem was out of our hands, what the delay is, etc. no bullshit. It made a shitty job a little less shitty I guess.