"I have several years of experience in retail, so I have handled a number of customer complaints. First, I remain calm and display a positive attitude and pleasant tone. I actively listen so that I can better understand why they are upset and I strive to get to the root cause of the complaint or frustration. If we are at fault, I apologize for the issue and assure the customer that I'm going to help them get it resolved. I never react emotionally or let the customer's tone dictate mine. If I feel unsafe, I will call for security or a manager, but normally I'm able to de-escalate the situation by remaining professional and assuring the customer that I'm there to help them."

"When a customer is upset, typically they just want to be heard. I actively listen and ask probing questions throughout the conversation to better understand the problem. I assure them I'm going to do all that I can to resolve the issue and I will self-help and use my resources available to find the answer or to help troubleshoot. If I'm unsure about something, I will ask a colleague or supervisor for help so that I can resolve the issue timely. I'm often able to de-escalate the situation by being helpful and understanding and not getting emotional in response to their anger or frustration."