Customer Service - &quote;Correct&quote; Support or &quote;Friendly&quote; Support? *From your experience as a call center manager or customer experience executive, how do you determine when your agents should give the &quote;righ

Customer Service - &quote;Correct&quote; Support or &quote;Friendly&quote; Support? *From your experience as a call center manager or customer experience executive, how do you determine when your agents should give the &quote;right&quote; answer (even if it means being stern and angering customers) versus when they should &quote;cave&quote; and make the concessions necessary to keep customers happy?