Man made rules/guidelines/criteria etc. Sometimes, organizations stick by them so rigidly, they p*** off customers big-time, and this is triply uncalled for esp if they are supposed to be service-oriented to begin with, such as a call centre, or an enquiry helpdesk of sorts. If the first tier cannot make the (right) decision, pls pass it on to the next level that can truly make a (reasonable) difference. Listen patiently, explain clearly without being defensive and address the issue using both logic (& empathy if needed), in a way that will leave the customer satisfied, and you can gurantee instant, positive, word-of-mouth publicity that'd go the miles. Do otherwise at your own peril.
Not every customer is unreasonable, rude and/or inconsiderate. Many times, we just want fair treatment, esp when it's the big organizations against small fries. Organizations should never underestimate the power of frontline staff. Starhub, very clearly, still has much to learn.
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