Having worked line for a couple summers now, I totally agree with what you're saying! Being courteous can actually save the company money, too. At the very least, it could mean the difference of having to pay a handling fee or not. I always try to provide the highest level of service that I can, no matter what I'm paid or who I'm dealing with. But like you said, if someone's a jacka**, I usually am busy with someone else if they need anything.