Answer:you can ask to offer him something else other than what he wants; suggest something else which may be even better than what he asks for. You may offer another service .
If this is not resolving the situation you can offer your apology constantly keeping a calm tone as you continue to let him know that you can not go against the company policy.
At all times no matter what you can not go to their standard of anger,you have to maintain a professional tone and show that you understand their concern even though you can not help them.
Explanation:
