anger management for front line workers

I plan on making an interactive CBT CD-ROM for front line workers in a retail environment. The topic will be dealing with the "angry customer". The purpose of CBT is to educate the front line worker on anger management and provide communication skill training in dealing with the "angry customer". I am finding a fair bit of information on workplace violence but not specifically relating to the worker and the customer. I would like to know if anyone could help me in this search.

• Angry Customers by Stephanie Davis, 2/17/99