Not every customer request will be handled to satisfaction. There is a fine but clear line about customer service.
Service agreements and exceptions are created to ensure not only that customer service addresses most requests while maintaining fairness and care, but also that there is enough flexibility to consider extreme cases that are unusual but still need to be addressed.
Selfish requests are normal, but selfish requests need to be recognized as such.
Customer service isn’t about pushing the line to normalize selfishness and encourage more of it, but to help customers understand the real issue and how we proceed from there.
