Much as I like the phrase, "the customer is always right", not all of the responsibility for a good customer service experience rests on the person behind the counter. 90% of it, yes. But having worked in customer service myself, I can personally vouch for the fact that there are some truly bad customers out there. And sometimes, the reason you get a haggard employee who looks or sounds like they just wish you would go away is because of the reaming they got from the customer before you.
I had one such experience while I was in college. I was sick, and I had to cash a check at a branch that I rarely went to, so the employees didn't know me by sight. I put my account # on the back of the check as I usually did, and the teller asked for my ID. I felt instantly that this was an unreasonable hassle, because they never asked for my ID at my regular branch. "Isn't my account number good enough?!", I said, with uncharacteristic venom in my voice. The teller came right back at me with a pretty good tone herself; "Sir, we have to validate your identity. That's one of the things we do to prevent other people from stealing your money."
Miserable and irritated though I was, I recognized that I was the one being a jerk, and she had called me on it. "I'm sorry, I'm not feeling well today", I said, and handed over my ID. Now if you're reading this and you think that I was just soft, you're probably the type who takes "the customer is always right" concept and stretches it to mean, "the customer has a right to anything he or she desires, and is not bound to treat employees like humans".
Courtesy is not a one-way street; while I am adamant about being provided with good customer service that goes the extra mile, that doesn't mean it's OK for me to treat someone rudely just because they are the one behind the counter.
I understand that many times people are upset when they call the bank or the dealer or whoever it is, because a mistake has been made which will potentially cost them a lot of money. And that's where a customer service person can really shine, if they are on the ball in helping save a customer and resolve a real problem. But if you're always yelling at the unfortunate employee with whom you are dealing, the truth is you're probably just generally a jerk, and no one could please you. Maybe the jerk that uses up all that's left of the call center representative's good nature, just before I have to call in.
So yes, the customer is always right. Yes, we're the boss. Yes, at least 9 times out of 10 a bad customer service experience is the fault of the business. But don't be that rare but powerfully obnoxious customer that casts such a foul mood over the day that Job himself wouldn't be able to find patience with the next customer. As customers, let's stand up for our rights and our reasonable due, but let's be courteous and fair: The ones serving us are people too.
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