I’m always on the front foot when it comes to delighting customers. I think you should strategically set up your customer service team to lose battles on purpose. Not aggressive battles, psychological ones.
Being guarded doesn’t help anyone.
So you’ve completely inconvenienced a customer? Don’t pause the days they were inconvenienced in their subscription, give em the damn month.
Stop looking at the “math of the moment” and just keep the customer happy. Because there’s probably another company just like you, with a similar product.
Win on service. Because you won’t be getting results if you keep your guard up.