Answer:

During my time as a Retail Store Manager, I encountered a situation where a customer was extremely upset due to a misunderstanding about a promotional offer. The customer was agitated and demanding a refund despite not meeting the requirements for the promotion. I calmly listened to their concerns, empathized with their frustration, and then explained the terms of the promotion in a clear and friendly manner. I offered a compromise by providing a store credit for their next purchase and ensured that they left the store feeling satisfied and valued. By effectively communicating and finding a solution that met the customer's needs, I was able to successfully diffuse the situation and maintain a positive relationship with the customer.