You can acknowledge how customers feel while shielding your customer facing staff from verbal abuse. If you've ever worked a customer facing job you'll understand.
You're not necessarily wrong, but I can't help but think that it may cause further frustration for me if I'm trying to convey a certain sentiment of frustration (for the sake of the argument, let's say that I'm not being an outright asshole at this point) that may be lost on the rep that I am talking to, resulting in a misunderstanding, which would further irritate me and escalate the situation.
There's genuinely something to be said about honesty and accurately understanding someone.
There's genuinely something to be said about honesty and accurately understanding someone.