[snookca]

I think there's a difference between "the customer is always right" and "the customer gets everything that they want."

For example, a customer calls and says, "You overcharged me!" You look at the account and see that, no, the customer wasn't overcharged. The customer is right in the sense that they have through some influence of factors thought that they were overcharged. Was copy misleading? Was something not clear on one page or another?

There are a couple ways to handle this. One is where the customer is wrong: "no sir, you were not overcharged." and then argue with them until they hang up in frustration. Or you can get to the root of the misunderstanding (unclear fees? they forgot about taxes?) and then possibly choose to offer a refund as a thanks to them for helping you prevent other customers from becoming equally unhappy.