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What does it mean when you have to describe what you would say or do to tell a customer that their service expectations are outside of the organisations offer?

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Arthur Wright , Florida Paralegal with a BS degree in Social-Psychology, answered

Customer Service can be the most unappreciated job in the world at times. While youre hands are tied to what you can actually tell a customer, a customer at times has to realize they have to be reasonable at times too. Sure a customer is supposedly right all the time some demands they make are unbelievable .  For example, my youngest is a Customer Service Manager at a Flagship store for a locally owned and operated large supermarket chain here in Florida and tells me the other day someone came to her with a package of meat that was dated over 2 years ago and wanted a refund. She couldn't do it as per her store Manager because of the date on the package and the expiration date like 10 days later so the Customer was being unreasonable here and trying to get something for nothing, lost this battle and left with nothing.  

Even her Regional Manager said she was right here  so the cutomer under extenuating circumstances is not always right and customer service is never easy and usually see all phases of what people can do

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