We always hear of stores that allow their customers to go above and beyond when it comes to customer service (Nordstrom's springs to mind). Clearly there is inherent value in treating your customer like a friend and helping them achieve their goals, even if they're not sure what those goals are.
I stumbled upon this website that is full of back and forth interactions between one man and customers that frequent the stores he works at. Whether they are true or not, this one stuck out as an example of dealing with a bad customer through empathy and thoughtfulness that not only changed his day, but his life:
http://notalwaysright.com/a-heady-proposition/1226
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