Lisa, the customer maybe wrong but as a customer service person you have to manage a bad customer. You own your smile, attitude and the way you speak... the company owns the business. You have no gain and/ or financial gain to deal with a bad customer... just have your manager take over (that's why they get paid more). Do not sweat or risk your job for a customers bad attitude. Smile, apologize and get a manager period!!! There is an old school saying, "customers are always wrong but always get their way". And the second things go bad, have a manager take over. I have always told my team, that they aren't paid to deal with jerks but I am, so let me handle it.... hope it helps the bad day