Sometimes you need to look beyond the rules and try to help the customer. You cannot stick to your rulebook and expect the customer to be happy. If what the customer is asking for is logical, possible and is allowed by your organization's rules, DO IT. Why do people hate government offices? Sticking by the rulebook just because you can makes people hate you.
People go to places, shops, outlets, fuel pumps, doctors only when they love the service not because they get the things they are looking for. So kick the rulebook if you can.
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