I have worked in areas that are closely connected to the customer (usually face to face) for 35 years and am now self-employed in a field that requires the utmost sensitivity.
I agree that customers - of all types - are now highly unpredictable. There is no guessing who will be pleasant for 99% of the time and then flare up. I admire CC for the work they do and have not experienced a seriously rude retort from one for more than 20 years. Those that occasionally get a little 'frosty' are few and far between.
I am no saint but am often deeply saddened by the way I see staff treated by customers (again, across all areas not just aviation) and would never advise anyone to take up a customer facing job in the airline world. Not least as Matt101 says, you are having to defend the indefensible mgmt!