Don't get me wrong, I'm not trying to justify it in any way. Both sides acted completely against their own self-interests. Anyone working in a professional se

Don't get me wrong, I'm not trying to justify it in any way. Both sides acted completely against their own self-interests. Anyone working in a professional setting needs to grow a thick skin and deal with situations like this much, much better. Out of self-interest. However, if a customer mistakes this for a license for consequence-free abuse, and is then shocked when someone on the other end snaps and does something stupid, I fail to conjure up too much sympathy or moral outrage, for either party.