"I'm often called upon in my current role to assist customers who are frustrated, disappointed or angry. In these situations, I always listen first, then validate the customer's feelings before jumping to solutions. Customer service issues can be frustrating, and I want them to know I am on their side. Once the customer feels heard, I then begin troubleshooting the issue and working to resolve it. I won't leave a service call until I know the customer is delighted, and I believe this approach will fit well within the Ralph Lauren culture."

"Challenging customers are present in any industry, and I have experienced a wide range of them in my career, so far. I find that upset customers just feel like their problems are not heard. By offering an empathetic ear to their situation, I can usually diffuse the situation immediately. I will ask them what they feel a suitable solution is and then provide that solution, or as close to it as possible."