At Shoppers Drug Mart we have a very clear return policy. How would you handle a customer who was arguing with you about a potential return?

"I think it's important to really hear what's going on behind a customer's complaint, whether they're expressing frustration about an attempted return or some other element of their shopping experience. A customer's frustration or upset is a signal to me to slow down and take the time to really listen. Most of the time, customers just want to know that their frustrations are heard and appreciated; if I stay positive, helpful, and understanding, usually the customer leaves feeling cared for even if they weren't able to return their ineligible item."