Sometimes good customer service is just making a simple change for someone, especially if that someone is a customer that’s clearly spent £££ with you, and the change has no real cost to you. Customer service is not always an absolute application of the rules.

I work in a low volume high margin industry, where branding and CS are important. We entertain the most trivial and constructed complaints, and almost always do what the customer asks. The product is relatively cheap compared to the selling price, and goodwill locks people in, absolutes drive them away.