"But Lori cannot get his comment out of her head."
I'd be embarassed too.
the poor dispatcher, first of all he owned up to his error right away, he could teach Dan Rather and Bubba Clinton a thing or two, rap on the knuckles, it's on his record, he just have to behave......
and boy anyone who works with people all day long, esp listening to complaints could sympathize, I am sure one quarter of the phone calls the 9-11 dispatchers are for foolish nonsense like this woman and the Burger King broad, you hear enough of these trivial complaints you might slip, and frankly he handled it with better charm and humour than I would