It may not be effective (or fair) to get hostile, but by the time I'm yelling, it's because I've realized The Company doesn't care about my emotional state, and this person is another willing participant in a silently abusive system, even if they're just reading the Company-provided script to get the Company-provided paycheck. Perhaps too few humans have perfect emotional regulation, but it's not surprising that some react accordingly.
The people who designed these insensitive systems knew that they would eventually turn all our hearts cold at no cost to The Company. Julian's response is to keep being nice to keep his transactional relations as smooth as possible. The representative's responsive is to vent to their co-workers about how stupid and mean customers are. Mine is to yell when I'm angry. But aren't we all suffering from the same flawed system?
At this point in time, it's no one person's fault, and there's little incentive to fix it, so this probably won't change until emotionally attuned software can replace customer service reps.