Quote Originally Posted by gottibabe1 View Post
well.... if he's rude to me why in the heck would I be nice to him?
Kill them with kindness.

I was in retail management. If I was on duty and a really, really irate customer came to the front desk, I usually got the call. I can't tell you the number of people who were rude and angry and every other foul term you can think of. I would literally smother them with manners and courtesy, and by the end I usually ended up getting an apology out of them.

The rudest people need to be shown the most courtesy. Angry people are usually looking for a reason to get angrier. If you give them absolutely no cause, they settle down and become civil.