I reported this episode to describe how cold ESIs can come off. She definitely didnt empathize with the waiter, although errors are common and can happen to anyone. Especially if you have a full restaurant on a Saturday evening. She simply stated that it wasnt the order she made, but the tone was as cold as bitchy. I guess cold can be interpreted differently for 7 billions of people, in general though, when you don't show any sign of empathy, and act as if you have all the rights to be rude, that's what's described as "cold". No doubt there's still feeling anyway, they're always there ; ) even if you T