When something is broken it needs to be repaired or fixed. Indefinitely you will deal with customers who have had something unexpected break their trust in your service. Your job will be to problem and solve and bring a solution that will repair this customer business relationship. Make proactive decisions to understand the customer feelings by going beyond just fixing the problem to looking to the future and maintaining their business. Sometimes their needs to be more done than just a fix toa problem, there are human emotions in play and you should be empathetic and understanding. Watch the clip and think about similar situations you have had. How would you solve the problem and make the customer satisfied if you were the employee?
Also, consider that these "going the extra mile" offers must be explained to you as company policy before you decide to offer them.
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