You should start by listening carefully to the customer’s concern. Acknowledge their frustration without making promises you can't keep. Next, evaluate the situation against company rules. If the rules are too rigid, look for a compromise that aligns with both the customer’s needs and business priorities. Communicate your decision clearly and professionally, explaining the rationale. Finally, follow up to ensure the resolution worked and assess if company policies need adjustment to prevent similar issues.

Its important to have clear guidelines as part of company policy regarding Customer Relationship Managment.These need and must be made clear to all team members who deal with customers.As crucial as the former is so should these be made known to customer in a calm manner.Depending on the conflict on hand you may need to make somw tough decisions even if it means losing a customer for their irrational behaviour.

3 things are key Preemptively add customer contexts and outliers when making company rules Communicate clearly and set realistic expectations at all times. Especially during the presale conversations Be flexible and explore alternatives where possible

Customer facing teams need to understand why the rules are in place but also have a path for the exception. You can design a rule for every scenario, however, their will always be one scenario or set of events that was not thought thorough or the rule does not accommodate. Give the team a path to reconcile what many times are common sense scenarios. This may be in the form of an exception empowerment or 2nd level escalation.

- Actually Balancing loyalty and company rules is very essential in an organisation and there are few key ways to keep them balanced - Be honest with the Customer - Give realtime solutions or give expected ETA correctly - Do not promise what is not in your hands