The problem with this story is that it does nothing to dissuade the customer from being a jerk again in the future. Which is a problem in my mind.
Now management not taking customers shit works for me. If they would just stand there and tell the SC something along the order of "What, you never made a mistake in your life at all?" would at least help. Mix it with " And we have done <this> as an apology. What more do you want, blood?" done sarcastically appeals to me as well.
EVE Online: 99% of the time you sit around waiting for something to happen, but that 1% of action is what hooks people like crack, you don't get interviewed by the BBC for a WoW raid.