As both the owner of a business and as a low-end-of-the-totem-pole customer service person, I've had to deal with my share of rude customers. Some are just cranky, some are well within their rights, and some are just flat out in need of a wake-up call. I had the cause to refuse service to two customers in seven years as a business owner, and there was a certain amount of satisfaction in seeing the surprise on their face when their temper tantrum backfired.
And just in case no one's said it yet
