Hi bsp. I hope this edit helps.
I was faced with an ethical dilemma when I was working as an IT Support Executive for XYZ Company. The work involved resolving the technical issues related to HP customers. One day a customer contacted us for support. He was not able to log into his notebook and he needed to give a business presentation the next day. Unfortunately, the warranty for the PC had expired just one day before. As per the process rules, I (unwillingly) informed the customer that, with much regret, we were unable to help him in this situation. But the customer was in desperate need of help and started arguing. He said, “I have been using HP products for more than 8 years. Is this the solution a loyal customer deserves?” I understood his frustration and thought that I would feel the same if I were in his position. I was quite sure that I could resolve the issue with simple troubleshooting steps but couldn’t decide what to do. I asked myself, “Shall I abide by the process rules or shall I help him, violating the rules?” This was the dilemma.
I still remember the motivational quotes told to me during training; “Put yourself in the customer's shoes”, “It takes years to win a customer and only seconds to lose one”. When I asked my team leader for a solution he replied, “Just follow the process rules.” Not satisfied with the answer, I contemplated for a while and decided to help the customer. I negotiated with my team leader and explained how helping the customer would help HP, that satisfied customers will recommend HP to others which improves the brand value. At last, my team leader agreed to assist the customer. I had successfully resolved the issue and the customer was very happy.