If you can research Estee Lauder's return policy before your interview, refer to it when answering this question. Be sure to think about what you would like to hear as a customer while keeping the profits of the company in mind. Keep in mind, the interviewer has given you a clue by referencing how seriously Estee Lauder takes customer service.
"I agree that customer service is paramount, and I would make sure to familiarize myself with all appropriate employee policies regarding how to handle tricky situations like this. Particularly for a high-touch brand like Estee Lauder, the customer relationship may be more valuable than the product in question. If a customer had used a significant amount of the product before returning, I would always rely on company policy and training and, if unsure, I would call a manager for assistance."
"The Estee Lauder experience is designed to delight and pamper customers in all circumstances. In this situation, I would review company policy and accept the return if at all possible in order to protect a valuable customer relationship and help the customer find a different product that met her needs. I would also make every effort to check with a manager for confirmation."
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The Est?e Lauder Companies Inc. is an American manufacturer and marketer of prestige skincare, makeup, fragrance and hair care products. The company has its headquarters in Midtown Manhattan, New York City.