I use this same (or similar) skill to solve the unsolvable problems by listening to a customers needs, which usually somebody hasn't done by the time they get to me, and then work on fulfilling that need in a way the customer never would have expected. It's very rewarding and turns a negative interaction into a positive one. It's customer service 101 type stuff, but when you get the technical side involved, and you're competent, you become more than a punching bag and become the solution. It's so fun.