This issue has always been a philosophic issue to me, sense I have worked at McDonalds for the last six years of my life. On minute one of my first day of training, I was told "the customer is always right". No ifs, ands, or buts about any of it.
After some time of learning the ropes, and getting into customer service, I have came to learn that, as the title says, the customer is not always right. I have had people flat out lied to me when I am the only person who has fixed their food and handed it out the window. They will come back and say it is wrong regardless of how good, bad, or correct I was with their order.
But, the issue is, regardless of how 'wrong' our customer is with their lies and issues... why do these people still make us 'guarantee' that regardless of what our customer says that they are always right? Yes, I do realize that it is to keep the customer coming back and happy all of the time.
Why do we use this business model and disregard the truth of the situation?