Convergys; Call Center

I was hired May 25 of this year. My Job Title, Customer Relationship Specialist. Just a brief background, my account in a call center is about vehicles. Customers call customer assistance center when their vehicles break down, when they see in autozone or elsewhere that there's a recall on their vehicle, when they feel that their 2003 vehicle with 98,000 miles on it broke down due to a manufacture's defect and they dont' feel that they should pay for the repair of the vehicle, when they want to know who the current CEO is, when they need to know where the closest dealership is, when they want to know how to use the features in their vehicle and when they want to ask how to open the gas cap and all other things that they will be able to see in the owner's manual for the vehicle.
I have to be honest, when dealing with customers of different kind, i know you shouldn't be biased but believe me, you can't help it. When you're a nasty customer, people with mess with you.