Almost Driven Over the Edge

I'm at the point where I don't want to talk to customers anymore. I realize that we are currently in a time of economic crisis, but I don't get paid enough to be talked to the way that some people do. Granted, the regulars are always nice-but it's the sour apples that make me want to quit. I like coffee; I like brewing it, learning about it, and educating others...what I don't like is being spoken down to and told "how" to do my job. There doesn't seem to be a way to settle the score and redeem some power in a transaction without just cursing them off or quitting and storming off. Those thoughts have crossed my mind, and that scares me. I fear I'll turn into a monster.

A week or two ago, one woman really scared me and enraged me at the same. She started actually screaming at me and there had apparently been no way for me to repair the situation. There wasn't even a problem to begin with....it all started with me asking for a clarification during the order. I asked if she wanted two Chais or one and she responded, "I only want ONE drink!" *pause* "I'm just telling you HOW to make it!" I knew I was going to have a problem. She pulled up to the window and I told her the total again and took her money. She reflected on how long her 2 1/2 minute wait was, and I assured her the drink would be out shortly and that I was keeping track of the time for her. She then responded, "GIVE ME my cup of WHIPPED CREAM!" I was caught off guard, but instantly placed her into the crazy category. I returned to the window with the whipped cream and her drinks and she then began telling me I charged her wrong. I agreed to print out a receipt, which she dropped on the ground upon my handing it to her. That was when she proceeded to slam on the side of her car door and scream at me! I was so overwhelmed with emotion and began physically shaking (in fact, I'm shaking now recalling this). I called my shift manager over and handed this over to her. I didn't even say anything to her. I disappeared into the back room and held back tears and screams. I had to sit for ten minutes thereafter to calm down. I wasn't sure what I would have done on my own had I not called over my manager.