The customer is not always right. There are times where he/she is dead wrong but you need to treat him like he/she is.
They maybe acting like horses asses but you need to make them feel like they are royalty for the sake of good customer service.
Yesterday I was the customer trying to get a total refund. The guy on the other end of the line was being most patient even though he probably thought I was the worlds biggest pain in the posterior. I had my bitch hat on as I was sure I was in the right and I felt like he was trying to pawn the product off on me anyway. I was not having it.
Finally the nice young man put me on hold most likely to talk to a manager. He came back with a deal to refund me half my money back. I decided this was the best offer I was going to get so I agreed to the terms. I figured half was better than suck it up sweetheart so I wished him a nice day and he stated that he cancelled my account for future unwanted purchases and would credit my credit card within three to five business days. This was better than a kick in the butt with an army boot.