Rude employees are rude for a reason: you allow them to be. It's not their fault—it's yours. You hired wrong, you trained wrong, or you coached wrong. Just as you must kill an aggressive cancer by nuking it with chemotherapy, you must eradicate rudeness by displaying a zero-tolerance attitude. We don't care if an employee "makes his numbers" or excels at some other aspect of his job. If he's rude, he has to go. Fire him, and for good measure, encourage him to work for a competitor.
- Roy Barnes and Bob Kelleher, Customer Experience for Dummies