For those of you who have seen The Godfather, the phrase "it's not personal, it's business" will be very familiar.
I'm guessing that anyone dealing with frustrated and angry customers will have heard this, too. After all, when dealing with people, it's easy to take things personally and we can draw some comfort when we think of it as only business. For this allows us to become detached, inoculating ourselves from the emotion in the situation.
Via Kevin Watson