You know, sometimes they are just following policy and not making it personal. I work at the customer service desk at Wal-mart, and I get a whole bunch of horrible customers who think they are entitled to policy breaking ONLY for them and will scream and carry on until they get their way. Policy is policy, being nice will get you a lot further than screaming and belittling people (not saying you did that). The only time I make it personal is if it's someone who is a regular and I know is stealing the shit they're returning.