Culture File 41:
On public relations courses, people are taught to avoid confrontation. When a customer is complaining, you should acknowledge the complaint sympathetically: I hear you. I understand what you’re saying. I’m sorry to hear that. I’m sorry that you’re unhappy with this.
However, for legal reasons, public relations personnel will not actually agree (or disagree) with the complaint.
In all situations, asking politely is usually more successful than demanding things. In North America and in the U.K., employees are told that they do not have to talk to customers who are abusive (rude and aggressive).