An alternative:

Tech : Hi
** You have joined. **
You : hi
You : i have a quick question about phpnuke
Tech : Sorry, we don't supply support for third party software, we have no training in it. I can only suggest you look on their homepage or search the internet. Sorry.
You : Oh. OK.



:)

iNetter, I think you handled this situation with a lot of dignity and props to you on that. :)

Some folks would just go nuts on someone that was so rude... but it is always better to take the high road and keep things on a professional level, even if your client doesn't.

You handled the situation well. You were not rude, you did not belittle the customer, and you kept your cool. I would consider dropping the customer, however, if this is a first incident, I would ignore it.

I think that every business has its % of "problem kids."

Treat them with respect, politeness and professionalism - and eventually most of them will come around and realize that you are trying to help them. I draw the line at where a customer becomes abusive to our staff. This happens exceedingly rarely but once in awhile it is necessary to put your foot down.