I think that Jingl is no stranger to robust replies and those of us who "know" her, might feel we ccan take this into account.
It is hard to judge, but I did not see anything today that might have "pushed someone over the edge". However, as a former Sam I too was trained to give a caller/client the benefit of the doubt until I was convinced otherwise. The extreme wind-ups frequently caused real grief and trauma when taken at face value and it was only afterwards that I would sometimes find out that a similar tale of woe had been peddled to another volunteeer.
I think Elegran's post right at the beginning of the thread (if this is what we are talking about) was wise, gentle and sensible, judging things just right. Of course there will be 2 sides to most if not all quandaries and it is not unrealistic to try to find out what the other side is.
If you are asked your opinion - you should be able to give it after all. Advice can be another matter altogether.
Last letters make new words - Series 3



