One thing to note, these rules apply to pretty much any retail establishment. Pretty much anyone who has ever worked in retail or customer service will tell you that.
Acting like a jerk will immediately quell any desire there is to help. If you're polite(but firm), there's a much greater chance you'll leave happy with your issue resolved. I worked for an auto parts chain in college, and we'd practically bend over backwards to help our nice customers, but if you came in throwing a tantrum, it's unlikely you were going to leave in a better mood.
Edit: Another thing I'd mention, is being honest. Believe or not, not everyone in customer service is an idiot. And most can tell when you're lying or trying to pull one over on us. It's a lot easier to even bend the rules/policies a bit to help an honest polite customer. The line in the sand is quite a bit firmer if you're dishonest or a jerk.
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