This sounds like a question on a job application or one you've encountered during a job interview.
They need to know how you handle a difficult situation. Do you lose your cool and yell at the customer? If you work in a restaurant and the customer complains about their meal, what do you do? If you're selling clothes and the customer wants you to discount the price even more than it's already discounted, what do you do?
I'll give you an easy example. I live in a big city (about 750,000 people). I went to visit my aunt and uncle in a very small town (about 15,000 population).
My aunt had a photograph that I wanted a copy of. I went to Walgreens to make a copy. An old married couple were having a wonderful time monopolizing the two machines that could copy photos. They had over 200 copies to make. I went to the guy in charge of the camera area and explained the problem. Asked if he knew of anyone else in town that could make a copy of this photo. He thought for a moment, then told me that if I left the photo with him, he would make the copies and call me when they were done.
Instead of directing me to another place to go, he offered to make the copies himself and call me on my cell phone when he was finished. It took only 30 minutes for him to do this for me. I asked to talk to his manager so they would know how helpful he was for me.
This is thinking outside the box, helping the customer and helping your business succeed all at the same time. That's what they are looking for.
