One lady who worked at a call center was too nice to the customers. She gave them discounts when they had a problem. She was very patient to them when they were mean. She pulled strings in their favor. He colleagues criticized her for being too nice. But, at the end of the day her negative minded co-workers quit or got fired fast, and she lasted.
Sometimes a good call center strategy or business strategy is not about what gets you ahead, or even what makes you money. What is important is keeping your employees on board, keeping your customers and staying in business. In the long run, if you are still there, that is half the game.
If you are too nice to clients, in the long run they will probably stay with you for years. Companies that are successful normally have a huge base of clients who are loyal to them in the long run. Whatever you lose by giving an unwarrented discount is small compared to what you gain by keeping a client for ten years. Getting new clients is costly, but retaining old ones has been found to be a better investment. Some people say that getting a new client costs six times more than maintaining existing ties. So, it pays to keep who you have before you go spending a mint on marketing for new clients!