The customer is not always right.

Please don't straw man. Nothing in OP's comment said they're against fixing issues. But they - correctly - pointed out that you won't be able to completely eliminate abusive callers even if you're fixing issues. They never once presented it as dichotomy.

I would argue the strawman is the depiction of every upset customer being irate because of a personal problem instead of the issue they're contacting customer service about.

> the depiction of every upset customer being irate because of a personal problem

That's the straw man. I don't see anything in the parent comment that implies or expresses that. It says

1. "There will always be a subset of people who act irate or abusively for external reasons", not 2. "All people who are irate or abusive due to external reasons"

Your flipping the implication within the sentence, then arguing against that

Agreed