Dealing with Abusive Customers

Being in public service jobs, we library folks know that some of our customers are a little left or right of center in the "sane" department.  Some of them are downright abusive.  Library support organizations have started holding classes on dealing with mean customers.  In that vein, here is a worthwhile article entitled How to Deal with Abusive Customers on the site MicroISV on a Shoestring.

found via A Passion for 'Puters