First I agree with everything you said... I want to elaborate for a moment though. Moderating/Administrating does get very stressful. Especially if you have a number of people who have acted like complete jerks that day.. so yeah you know we are human. We do "lose" it on occasion. What you need to remember though, or try to, is the fact that most of these people, infact I dare say 95% of them, aren't looking to cause trouble. They are looking for a little help. Sure they might be impatient and might not give you all the details initially regarding their problem/problems but they still deserve help, tolerance and a bit of respect. Every one of us were new at one time.
Spoken like someone straight out of customer service.
Remember, you have to deal with them for five minutes. They have to deal with themselves for the rest of their life. Pshaw! (Feel bad for her ickle kiddies.)