Each case of tension between a customer and your company should be analyzed and treated as a separate case. Agents should treat customers’ well-being as a priority, but it doesn’t mean that they must agree with everything thrown at them. You should empower your employees to politely disagree with customers instead of expecting them to say “yes” to everything they say or do. So, if there’s a case when a customer reports an issue, escalates it (and is perhaps rude at the same time), and it turns out that the specific situation is the customer’s fault, then this should be addressed by your agent. The agent, possibly backed by a manager, should contact the customer, clarify the situation, clear the air and, if possible, explain to the customer how the company will address such incidents in the future.