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That's where the phrase "Killing them with kindness" comes into play.
I've got a brother that works part time at HD in NH, and he had a similar experience. All he did was smile and explain why the customer was wrong. No swearing, no insulting, just stated the facts.
Needless to say the customer got so pissed that he ended up leaving the store, but not before complaining to the management about my brothers "lack of asistance" towards this customer.
When my brother was questioned by management, he stated the same facts he had given the customer and was told that he was right and the customer was completely wrong.
If the company sticks to the OLD mantra of "The customer is ALWAYS right", then that company is doomed, simply because if the customer is an idiot and wants to attempt to do something dangerous or even illegal, then the store could be sued for ALLOWING this idiot to do what he did without trying to stop/prevent them.
You know how frivilous the lawsuits are these days.
I agree that if you had witnesses to the verbal barrage directed at you, get sworn affidavids and inform the company that you will be retaining an attorney regarding a wrongful termination lawsuit.
Most of these stores hate bad publicity as much as losing customers.
Good luck!
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