The most important thing they told me at my first job, $10 an hour, was that I should prefer spending a colossal sum to harming a customer.
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But, you know, "Don't summon people to manhandle your customer" also clearly implied by the general principle.
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Anyhow, you build the culture you want employees to operate it. If you give line employees authority to make things right, then they can.
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My first boss, $5.25/h, told me: "The customer isn't always right, but they are always a customer." Then he taught me about firing customers
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Somehow that DIDN'T involve the police and physical violence, can't imagine why.
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