Re: Client support, we've heard about it
So you're supposed to be meek and simpering when someone has just publicly berated you and threatened your job?
Simpering? No. Polite, helpful, and professional - even if you are being unfairly put upon? Absolutely yes.
The only reason the situation described in the main article escalated to that point was because the IT department manager didn't do his/her job and was effectively baiting the user. Who regrettably lost his temper and then apologized for it.
Put blame where blame's due.