"A customer called me very frustrated about a problem with a shipment. I listened carefully without interrupting and was sincere in my desire to assist them. I asked more questions to understand the problem thoroughly and then quickly escalated the issue to my supervisor so we could resolve it promptly. The customer was relieved and grateful that I took the time to listen and make sense of the issue. I take pride in my ability to serve our customers and resolve their complaints timely."

"I once had a customer come into my store yelling about how she had just purchased an expensive appliance the day before, and the item broke already. I remained calm and kept my tone pleasant and positive. I apologized for the problem and the inconvenience of returning to the store and asked her for her receipt. She did not have it and was still upset about the quality of the item and her wasted time. I again apologized and offered to look the information up in our system for her. I was able to locate her receipt, and we replaced her item. My manager also approved a discount on another item in the store for her trouble. I was able to de-escalate the situation by being helpful and understanding and not getting emotional in response to her anger."