Can you describe a situation where you successfully resolved a conflict between a team member and a customer?

Sample Answer:

During my time as a Retail Store Manager, I encountered a situation where a team member and a customer were involved in a heated disagreement. The customer was upset about a product return policy and felt that they had been treated unfairly by the team member.

To resolve the conflict, I first listened to both party's perspective to understand the root of the issue. I then calmly mediated the conversation, emphasizing the importance of finding a solution that satisfied both the team member and the customer.

I proposed a compromise where the customer could receive store credit for their return, and also offered a sincere apology for any inconvenience caused. Additionally, I provided further training to the team member on how to handle difficult customer situations in the future.

By addressing the conflict proactively, empathetically, and finding a mutually beneficial solution, I was able to successfully resolve the situation and maintain a positive relationship with both the team member and the customer.