You did not fully understand what I meant by that phrase. In this digital era, the customer has a lot of power, therefore even if the customer is wrong you need to make him/her believe that he/she is right as this will only produce an unprecedented number of PR issues that can be solved but will take time and money.
Such customers that are difficult to please or deal with need a bit of finesse from the customer service department. This is done by assuring them that “they are right” and for the “confusion” caused by the company they should be offered an incentive to show them that the company is “sorry”. That is how you defuse a situation.
Yes, I know that we need to show the customers that do not understand the difference from land and sky what is right and what is wrong, but once again, you never know who that customer.
I am not saying this is the best strategy, but it’s the safest strategy in this era.