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You can acknowledge how customers feel while shielding your customer facing staff from verbal abuse. If you've ever worked a customer facing job you'll understand.

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You're not necessarily wrong, but I can't help but think that it may cause further frustration for me if I'm trying to convey a certain sentiment of frustration (for the sake of the argument, let's say that I'm not being an outright asshole at this point) that may be lost on the rep that I am talking to, resulting in a misunderstanding, which would further irritate me and escalate the situation.

There's genuinely something to be said about honesty and accurately understanding someone.

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