On the same page as Truean here, I think.
Ultimately, nobody in the world wakes up in the morning and thinks, "You know what? Today I'm going to be an utter bastard." Nobody sees themselves as being malicious, or destructive, or evil. Way down deep, right down at the base level, everybody tries to do the right thing. (Caveat: my philosophy. Your mileage may vary.)
The issue is that people's interpretations of what "the right thing" is depends on a lot of factors. For example, I'm very much a 'support' type of person - that's pretty core to my personality, due to combination of nature/nurture, so that's how I tend to approach most things. If I see someone working on something or having trouble with something, my instinctive, go-to action is to try to get them to talk about it, ask questions, find out why they're doing things a certain way, investigate what makes them see that as the right way, etc etc. That's because, in my head, "the right thing" to do is to try to work out what people are trying to do, why they're trying to do it a certain way, and whether there's a more effective way that I could point out to them.
This approach
utterly infuriates some people - and understandably so. For some people, I appear to simply be asking questions about things that aren't relevant to the task at hand - I'm not addressing the problem, I'm not taking the quickest and most efficient path to the solution, I'm wasting time, etc. For some people, "the right thing" to do when they see someone struggling with a task might simply be to take over and do the task themselves. My way is, to them, wrong - just as, to me, their way is wrong.
The important thing is that, objectively,
neither of the above approaches is definitively right or wrong. There's no call for me to get angry with the other type of person, to rant and rave about their approach, to tell them they're out of order, to assume that they're trying to undermine me or that they're being deliberately difficult. They are, like me, trying to do the right thing. Our interpretations just differ.
Now, not everybody thinks that way. Some people do jump to conclusions about what's going on in other people's heads, and make (unwarranted) assumptions. But, unfortunately,
you cannot control what goes on in other people's heads, or the actions that they choose to take as a result. The only things - the
only things - that you can control are those things that occur in your own head, and the actions that you choose to take as a result.
And therefore, when e.g. a customer gets mad and starts shouting at you, there's no need to get angry, or upset, in response. Their thoughts, feelings and actions don't dictate your own. If getting angry or upset isn't useful, then it doesn't benefit you. And, more importantly, why would you get angry with them? The fact that they're getting angry shows that they're suffering - because that's all it is, ultimately. They don't know how to deal with the situation. They can't handle it. They're not trying to be bastards, they're not trying to ruin your life...they just don't know what "the right thing" is in that situation.
That's not to say you have to just stand there and take it. If you're able to empathise with their situation, you can try to explain the problem to them in a way that they can understand, hoping that it'll allow them to work out "the right thing". If that doesn't work, you can disengage from the situation - walk away, or ask them not to speak to you that way, or direct them to your manager, or some other method.
But ultimately, their actions aren't your fault, and aren't able to directly influence your brain. Everything you perceive has to go through your own mental filters before it reaches you - that's why misperceptions are so commonplace, that's why cognitive biases exist, that's why depression is a thing, that's why there are a whole host of mental disorders out there that result from your filters not working to their best. If you're looking at the world through a dirty lens, it's all going to look like crap.
Like, somebody tells me something stupid or whatever and sometimes I just wanna punch 'em but I just fucking can't. Yeah, sure, part of it's that I don't wanna be in jail or whatever, but I just want to scream or something. I can't do that shit either.
The real question here is, why do you want to punch them? What is it you believe that would achieve? This isn't a trick question or a trap or an attempt to undermine you, I genuinely would like to know why that's the course of action that appeals to you. See my earlier point about liking to ask people questions.
Edit: okay, that was a long post than I anticipated. I ramble sometimes. My apologies. Distill what you can from it.