"As I always do. By listening and making sure they felt truly listened to, heard, and understood. I would ask validating questions and make validating statements because regardless of the situations, their feelings at that moment are real. I would make them feel valued as a loyal member of our brands. I would empathize with them and communicate with transparency. If things escalated to the point where I was unable to help them, I would inform them of the next steps, and only after exploring all avenues of turning their experience around would I forward the situation to a supervisor for help in handling the situation."

One of Heineken's values is their "Passion for our consumers and customers. We are brand-builders who truly understand the needs & desires of our consumers. We brew the joy of true togetherness to inspire a better world. Putting customers and consumers firmly at the core. Beer has been bringing people together for thousands of years. Since 1864, Heineken has been doing its part to put a smile on consumers' faces, bringing the joy of true togetherness to consumers across the world."