Describe a situation in which you had to handle a difficult customer complaint and how you resolved it.

During my time as a Retail Manager, I encountered a challenging situation with a customer who was unhappy with a defective product they had purchased. The customer was upset and demanded a full refund, even though our store policy only allowed for exchanges or store credit.

To resolve the issue, I listened carefully to the customer's concerns and empathized with their frustration. I offered to exchange the defective product for a new one or provide store credit towards a different item. I made sure to remain calm and professional throughout the interaction, even when the customer became agitated.

Ultimately, the customer opted for an exchange and was satisfied with the resolution. To prevent similar issues in the future, I followed up with the customer after their exchange to ensure they were happy with their new product. I also communicated the incident to the product vendor to address the quality issue.

This experience taught me the importance of effective communication, empathy, and problem-solving skills in handling difficult customer complaints in the retail industry.