Like a lot of disgruntled retail and customer service rep type people, I used to have a really big problem with the phrase "the customer is always right". I made my peace with it, though, once I realized that a "customer" is, by definition, someone from whom you are making money. If you're not making a profit off of them - taking into account the time and effort it takes to interact with them - then they're effectively not a customer, and are therefore not always right. Conversely, if you're going to insist that someone isn't right... well, you can do that, but only if, in doing so, you're giving up on having that person as a customer, now and in perpetuity.

In any event, "the customer is always right" is the sort of phrase (like "we appreciate your loyalty" or "it's been a pleasure interacting with you") that really means more coming from the rep than from the customer. It's kinda like "I love you". Saying "I love you" is a meaningful declaration of affection, saying "you love me" is... less so.

"It's the principle" also bugs the hell out of me. Equal treatment for people of different faiths, ethnicities and sexualities... that's a principle. Paying off your debts in full and on time... that's a principle. Always telling the truth... that's a principle. Going after a discount you saw in an advertisement that you've been informed you aren't actually entitled to but you've got it in your head that you want it... mmmmmnot so much.

I'd be more likely to buy the "principle" schtick if I got an equal number of calls from people who were concerned that their bills were too low. After all, if mistakes are being made, you'd expect a roughly equal number of them in either direction, and therefore these principled types would be calling with equal frequency for bills too high or too low. This, I assure you, is not the case.