Most customers aren’t outrageous in their demands. And, a little courtesy can go a long way. But sometimes, a company needs to go outside their policies to resolve customer requests.
Are you interested in saving customers? First, offer an apology. It costs you nothing and it satisfies a lot of complaints. Ask customers what they think is a fair solution to the problem and then negotiate a solution considering their input. Customers don’t like to be categorized. Fit each solution to each individual situation.