"In a previous role, I worked for a small SaaS company as a customer service representative. One day, a customer called in, and he was extremely unhappy that he was paying for our service (which, in this case, was a daily newsletter that was delivered by email) and not receiving it. I checked his status and could see that we were sending him the daily emails, yet he insisted he had never received any of them. I decided to walk him through checking his spam folder, which is where he found our newsletter. I then took the step of having him add our email address to his email address book so all of our emails would show up in his inbox going forward. Finally, I offered to extend his subscription for a free month to compensate him for the time when he hadn't been seeing our emails. Ultimately, he hung up the phone happy that his problem had been quickly solved and that he had also been compensated for his troubles."