I too am in the customer service industry and after a few years of careful analysis I have come to this conclusion:
Men are rational and women are not. It's that simple. With a man, you explain something and give a reason and they are cool. Even if they don't like it, they can see it from more then one perspective. With a woman, if it doesn't go her way, you're the bitch and she's making a scene in the lobby. Women are just irrational. You explain something to a women and all she sees is what she wants to see.
Not to be a traitor to my sex and all but....