If you have a really bad experience with an 'irate' (I had many as a flight attendant) remember this: you were just the employee who happened to be there. If any other agent/flight attendant were where you were, the irate would have said and done the same things. Try not to take it personally, I know it's really easy to sit at a computer and say that, but trust me, it's the only way to not take your work home with you. If you let those kind of people get under your skin, it just eats you alive. Do your job the best you can, it will never be enough for some people, and that's just a sad fact.
However, the number of nice, normal people is (usually) much more than the number of irates!
Us flight attendants used to say "man, I'm so glad I'm not an agent, there's no way I could take that kind of crap from people". Then I was in the agents lounge one day and I heard one of them say "man, I'm so glad I'm not a flight attendant, there's no way I could take that kind of crap from people!".