In some cases, staff can create customer problems when none exist. In the Workplace we teach people the difference between language that causes confrontations and language that encourages cooperation, either with customers or co-workers. We also design and deliver custom-designed seminars on this topic. No canned stuff. It saves stress, by keeping things in control.
Customers feel they are being treated well, and come back.
Oh, and managers don't have to get involved as often with customer disputes. It's impossible to get things perfect. They'd better be able to do this right. First we can design and deliver custom-designed seminars on defusing hostile customers. We do it your way, consistent with your company policies.