I used to work as a customer service representative for an auto insurance company, and one time a customer called with a complaint about the repair shop that was fixing his car. The customer was distraught because he didn’t know much about cars and felt he was getting ripped off. The issue didn’t really have anything to do with the insurance company because it was not related to a claim, but I told the customer I would call the repair shop and get things straightened out. I was able to talk the manager into reimbursing the customer, and the customer was so happy with my service that he called my manager to recommend a promotion.