Either allow your employee to turn and walk away, take over the customer yourself, or kick the customer to the curb. If it's a business to business relationship, you can often quell the problem by calling your customer's boss, but if not, your employees deserve respectful, professional treatment. See that they get it.
Put Up With a Bully Coworker
Bullying isn't illegal in the US, as long as the reason for the bullying isn't race, gender, or some other protected class. But, no manager should allow bullying in her department.
Work hard to make your department a place where people act with respect. If your departmental bully can't be nice, kick her to the curb—even if she is a top performer. No one deserves to have to work with a jerk, and as the manager, it's your job to get rid of the jerks.
Work While Truly Sick
Yes, if you sent everyone with the sniffles home, everyone would be out of sick days by January 10, but for illnesses with fevers, vomiting, or other contagious conditions, let your employee recover. This is especially true in food service, which is notorious for not allowing sick days.
If you force employees to come into work while sick, they will spread the germs, and everyone else will get sick too. Send them home; they'll recover, and the rest of you will avoid the newest plague (hopefully). Good managers let employees use sick time (and provide sick time in the first place).
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