@Blackcloud sorry you had a rude interaction. Having worked for Telstra for 17 years I can totally relate to how miffed you'd be feeling. We had to give callers 3 warnings - first time advise that the language/tone will not be tolerated and the call will be terminated, second warning much the same, then third time advise the call is being terminated and disconnect the call.
It's all fine and well for supervisors to say there is a "right way" to deal with these callers and when you are experienced in taking the calls that is appropriate. But your first call? They should have been more supportive.
To have someone calling a helpline and then being rude, forgive me Lord but he deserved to be disconnected!
You're doing good Cloud, and listening to calming music/videos is a great way to calm your nerves xo