[shanecleveland]

There will always be those few customers you are better of losing. But I don't think you want to dismiss a rude customer too quickly. I notice that many customers will initially approach a complaint or support need with rudeness/hostility, as they think it is more likely to get attention or to emphasize how much they have been put out. I often find that they can be quickly disarmed and be very nice to work with if you take the "kill 'em with kindness" approach. Don't go as far as to always say "you are right," but let them know you want to help them, even if they are not a delight to work with. These customers can become your biggest advocates.