Thanks for the replies guys.
Split - I know what you're saying and I realise why people get upset, I do. I get angry at the system myself, I do find parts of it unfair. And a lot of the time, can manage to not take it personally because I understand that people are in a difficult situation. Often I can deal with it, and try my best to sort out their benefit as much as I can and often, people are ok when they realise I'm doing what I can. The thing is, there are times when frankly, it is personal. One of my colleagues was called a "f*****g cow" the other day (and I was sitting next to her when she took the call and she was bring as helpful and polite as possible), how is she not supposed to take that personally? And the guy who e-mailed me after I sent him a letter, insinuating that if he had another heart attack it would be my fault, that was pretty hard not to take personally. And when I am called incompetent, that's pretty difficult not to take personally. Also, some this comes, not from actual benefit claimants, but from landlords/agents who, in some instances, are taking advantage of the system to get as much money as they can. Some people aren't as reasonable as you and think that we are actually being deliberately unhelpful (can never understand that one, what would I have to gain from that?) and I don't think even see us as people.
Foaly, no don't have debriefs. We usually just end up complaining the nearest person in the office. And yes, I do try to turn off what is happening, but sometimes, when you've had one of those days with a lot of similar incidents, it's kind of hard to wind down and "turn off".