I think you did the right thing really, and dudette10's suggestion was good, as well. I work in psych, so I have to deescalate people all the time who are often aggressive and rude like this guy. Usually, the trick is to remain very calm and not really react to what they are saying while validating their feelings. Maintain a non-threatening, relaxed type of posture (no crossing arms, tapping the foot, etc.). It can be a balancing act in this situation, since you don't want to criticize your colleagues, either. I like the approach of saying, in a calm tone of voice, "Mr. Smith, I hear what you're saying. I'm sorry that you feel this way--what can I do to help you right now?" Sometimes, it's helpful to give the angry patient a decision: "Mr. Smith, I'm sorry that you're feeling frustrated right now. Would you like me to help you with X or Y first?" They have to stop and think to make the decision, which can calm them down, too.
You'll find that using a calming approach like this will often mean less trouble/episodes from the patient later, while giving the patient a sarcastic type of response will probably mean the patient is going to act out again and staff is going to continue having problems. I'm often surprised by how well this can work with patients who are very violently agitated (i.e., throwing things, cursing, yelling, etc.). It sounds like he's actually upset about something else to me--something I tell myself to be calm in these situations is: don't take this personally. This person's anger really has nothing to do with me. That helps you maintain the placid mannerisms/expression necessary to deescalate the person quickly.
Hope that helps!
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