Customer Service is not always about making the customer happy. In some cases this is simply not possible. But I think the important part is to show the customer at all times that you understand his/her needs and that you are willing to try everything you can to make it happen.
Just a group discussion thing really, the point was to see who was joining into the discussion. I was told beforehand to not be very chatty and just talk among peers and also not be too quiet. Questions were, what values matter most to customers and the company