Three items assessing how willing a company or person is perceived to be to listen to an explanation, show empathy, and accommodate a request that is unusual or technically against policy. Jiang et al. (2016) labelled this construct 'customer sensitivity' and used it in Experiment 4, with participants rating an airline's perceived willingness to allow an overweight carry-on bag after reading a scenario. The items are phrased in third person (about another customer) but can be adapted to first person for contexts where the respondent is the customer making the request.
9-point scale
Full scale items shown. Always cite the original source when using this scale in research.
Alpha was .90. The scale was created by Jiang (2017, personal correspondence). The exact endpoint anchors were not stated. First blank in each item should be replaced with the company or service agent; the second blank with the customer pronoun ('his/her' for third-person framing, 'my' for first-person). Jiang et al. note the scale can be readily adapted to first-person phrasing.
Jiang, Y., Gorn, G.J., Galli, M., & Chattopadhyay, A. (2016). Does your company have the right logo? How and why circular- and angular-logo shapes influence brand attribute judgments. Journal of Consumer Research, 42(5), 709–726.
Free access to 2455+ psychometric scales at PsychScales