I can agree with that =)

what about the repercussions of customers being assholes? If employees aren't allowed to defend themselves when someones being a total dick (and quite frankly, needs to get put in their place) it starts to make the perfect grounds for someone "going postal"
Where as if the employee can have some of his rights still while on the job, probably make for a happier worker, in turn leading to a more cheerful employee that draws customers in.
im not saying if someone asks where the mac and cheese is and they flip him/her off that its okay. But frankly stupidity should hurt if you cross the line.

Cant say I agree. I've had customers mad at me because the ice cream in their banana split was to soft. Sometimes people come in to for the sole purpose to treat someone like dirt. They actually teach that some customers simply cant and wont be pleased.
In short people suck.