When describing your example make sure it is reasonable under the circumstances. It shows good judgment that you want to delight a guest and are aware of the cost implication of doing so.

"I remember speaking with a customer that ordered the wrong item but was having difficulty canceling it online. She was able to order the correct item but felt the cancellation process was too cumbersome.

As I was walking her through the process, I heard her baby crying in the background and causally asked her questions. I learned that the baby girl was just getting over a cold and was fussy because it was time for a nap.

After I helped the customer cancel the order I arranged to have a baby onesie mailed to the customer with a personalized note from me. She was delighted and called to tell me she is a fan for life."