That’s much more of a safety issue than a legal issue. If a CM “lashes out” in many cases it will result in escalating the situation. The more escalated a situation the more likely violence will ensue.
Bingo. I work in IT. Sometimes I deal with upset customers sometimes for reasons outside of my control. The last thing you want to do is get angry back. Best to be calm and cool and collected.
Now sometimes you cannot give them the answer they want which may be common for CMs. "I'm sorry sir but you cannot leave that stroller there" and if the guest gets upset the CM needs to be firm "no. You must move the stroller" but that is not the same as lashing out. Stay Calm. Stay cool but star firm that this is the rule and you neeed to comply.