Final answer:
The concept of using acknowledgment to defuse unhappy situations with customers is not universally applicable, hence the statement is false. Metacognition is a better tool for reflecting on and managing the emotions that arise in difficult customer service situations.
Step-by-step explanation:
The statement that defusing by acknowledgment can be used in every unhappy situation with any customer is false. It's not always effective or appropriate to use acknowledgment as a defusing technique in every situation.
Instead, it is important to use the tools of metacognition to reflect on the source of the customer's emotions and attempt to manage them. Properly understanding the underlying issues can lead to a more effective resolution that acknowledges the customer's feelings while addressing the root cause of their dissatisfaction.