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I hate getting blindsided like that. It just turns me into a stammering mess because I can't believe what the person just said, especially if I've been going out of my way to help them. And then having to go back to them without the answer they want when they've already gone off on you...it just sucks. I was an admin assistant for a long time with stints as receptionist or fill-in receptionist in between, and of course now I work in a call center, so I definitely feel for you. Glad you don't have to do it all day now! 
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