Outrageously Rude Customer

This short clip - just under two minutes - describes the behaviors of an extremely rude and hostile customer at a pharmacy. What is interesting is how the pharmacy plans, according to the narrator, to deal with this particular customer in the future?

As a business owner, do you agree with the pharmacy's stance? What, if anything, would you do differently?

For more on difficult customer check out The Defusing Hostile Customers Workbook.