I worked through Aerotek, was contracted on to handle their inbound calls for technical support. AO Smith deals with water products, mainly water heaters, but 1% of the products they support are water pumps. The end users and technicians are generally nice, but a water heater's a kind of appliance that is, in most circumstances, forgotten until it breaks. And when it breaks, and they call in, they're late for something or had just taken a cold shower, or just had a part of their house flooded. It takes a level of patience to deal with people who've just had their day turned around. On the other hand, providing excellent service turns their day around too. Oftentimes the news may not be satisfactory (product is out of warranty, there's no fix until it's up in code, labor may not be included, etc.), being knowledge and helpful goes a long way.