I am not a sbux employee and I have never been but I wanted to post and say good on you guys! I stumbled upon this and read all 25 pages.
I have NEVER seen anyone be rude to sbux staff but if I ever do they will get a verbal b*tch slapping from me. I won't put up with bs nor will I stand idly by and watch someone be rude just because they are a paying customer.
I work in a position where I deal with the public a lot and sometimes work the till. I offer smiles and great customer service to everyone. But if they are rude. Then it stops. I've done similar to you guys (when customer refuses to give you money/card in your open outstretched hand - so I put the change/card as close to my side of the counter as I possibly can). I've also had credit cards thrown at me - love when this happens - I will stare blankly and wait till the customer inevitably asks what I'm waiting for and I reply with some form of 'an adult to come and pay the bill'. In my job it's a little easier to do this....I flat out tell them that I will not continue a conversation until they calm down/stop being rude and should they need to there are benches behind them so please go ahead and take a self imposed time out....you stupid mofo
Keep up the good work! Love you guys!