In business when someone is rude to a customer, you probably just lost a customer. Being polite on the phone with customers us essential for good business. Bad phone manners are going to cost you customers and that will make your profits decline. Very important to have good communication skills. If I was rude to a customer when I had my business, I wouldn't have had a very successful business. But I did because of my customer skills. Rude people on the phone just runs off potential business.