It's funny how some customers think that if they lie, they are just going to get what they want. They think of employees as if they weren't smart enough to know better than to trust the word of a customer. These people believe that just because they say something, it will automatically become true. As if they were asking a wish to the air and it was immediately granted by the universe. Well, guess what? Life doesn't work like that. You can't expect something to be real only because you say so. A great example of this is this story, where some customers decided to lie and lie to see if these lies would become true just because they said so. This proves how little they respect the employees that have to put up with them. They don't see them as smart beings who will check information. They see them as gullible people who will believe and do whatever the customers demand them to do.
Employees are smart. They were hired because they have the capabilities and skills to handle the job. They weren't hired as a favor from the company to allow them to work somewhere. They won the chance because they were the right fit for the job. Especially with staff hired for customer service jobs, corporate expects them to be particularly skilled in communication and de-escalation. You get hired for a job that consists of talking to people when you have those abilities, when you are able to take the customer's anger and deal with it. They don't hire people who get afraid of a scream or who cry if they get mistreated. The employee who gets the job is the one who can handle all that and also doesn't care enough. The best employee will always be the one who, after a horrible altercation with a customer, can simply forget everything and move on, as a robot would.
I worked in customer service for a while; it was hard. I always hated it, as everyone was always so mean. It felt like some customers truly enjoyed making me feel bad. That's why I never let them. To me, it didn't matter if they were screaming, throwing a tantrum, or threatening me. I never cared enough, at least not in front of them. After the screaming they did, I sometimes felt a little bad, but as soon as I clocked out, I would forget everything they said to me. I didn't care enough to remember. That's why I was a good employee, because I never got overwhelmed by an interaction with a customer. That is why I was hired in the first place. That is what managers are looking for when looking for customer service employees. That's why they can put up with almost anything a customer throws at them. It doesn't mean customers get to treat staff horribly, but it does mean they would never be too affected by it.