I've been thinking more about that since, and have come to the conclusion that the world would be a better place if companies posted something like the following, and then LIVED BY IT. I think it would also be defensible in court. "We know that, in spite of our best efforts to the contrary, we sometimes make mistakes, and when this occurs, we wish to rectify the situation as rapidly as possible. However, it is also our belief, as a matter of policy, that persons with a legitimate grievance have nothing to lose by behaving in a calm and businesslike manner, and that rudeness is evidence of fraud. Thus, our associates are not only permitted, but encouraged, to refuse to deal with persons evidencing rude behavior. --The Management." Think about it. Wouldn't that lead to a better world, at no cost to anyone?
Beyond that... I'm procrastinating prior to cutting the front lawn. Time to go, I guess.