I can't really say that I've ever encountered the situation where I felt like it might be justifiable to break company policy, but I can say that if I was faced with a situation where a customer is requesting something that goes against company policy, my first step would be to empathize with the customer and acknowledge their concerns. I would calmly explain the reason behind the policy and how it exists to ensure fairness or maintain certain standards for all customers. If the customer remains unsatisfied, I would explore alternative solutions within the boundaries of the policy that could address their issue. This approach, in my opinion, would demonstrate my commitment to finding a resolution while maintaining adherence to company guidelines.