Every organization has its own set of rules and guidelines while providing a solution to a customer. However, there is a thing to help customers by going far and beyond. But, you must understand there is always a limitation to certain things - which also implies in customer service jobs. Even as a manager, you cannot go beyond the rules. The customer might get irritated and demand the impossible - you must make him understand by offering other alternatives. Tell them you truly understand their situation and would love to help them. However, what they are demanding is beyond the company policy. However, you can offer them some other alternatives. Many customers accept, whereas some do not want any.