In the service business, not every pairing is a good match. But I tell my people "It's the customers' job to need you so YOU have a job so get over it."
People who start businesses with no background in dealing with customers have alot to learn and sometimes never bother as they continue to complain about customers. If you ever worked for The Phone Company, you use these techniques on every call. We all know that "ABSOLUTELY! [I can help you, inferred]" is the best way to disarm them as you confirm "I totally understand how you feel" and open the dialog instead of preaching to them. Of course, you better have the words and solution to close the deal or you get the same result - no sale.