He's in Milan, sat in front of his.
When all is going well, he has a nice calm, quiet voice.
When he gets angry, he raises his voice a little.
As he gets angrier, he steadily turns the volume up.
When he's really, really angry he's shouting.
Now if you make him just a little bit angrier still, his voice goes all calm and quiet again.
That's what he's doing at the moment.
One of us is going to compose an email to BT. It's not going to be me.
Did I mention that today's customer is a legal practice?