In most large organizations, customer service/frontline representatives are actively discouraged to get too emotionally attached to a customer problem.
Be pragmatic, do the basics, and apologize nicely if it doesn’t solve the customer problem.
It definitely seems like the efficient thing to do.
But, customer loyalty is not won by pragmatic actions. It isn’t won by nice apologies either.
It is won by labors of love – when we go the extra mile for our customers.
It is won when folks do exactly what the system tells them not to do.