Tell me about a time you used good judgement and logic to solve a problem.

"Just yesterday, I had a customer who was upset because our sales associate would not refund a service that the customer had already used in full. She was outside of the 14 days return policy as well. I am the manager, so I stepped in to alleviate the situation. When I showed the customer that I could meet her in the middle, she was able to calm down and reason with me. I did not refund her the full price; however, I offered her a 25 service credit. I know this will cost my company mere dollars, and, in the end, I had a happy customer again."

"I had a customer who was unhappy with his purchase (the service in question cost over 20k). He then was unhappy with the arbitration process. Though my team said just to let him be and have him work with our Director of Operations to resolve the issue, I knew I could lose a customer over a one-time issue. I mediated the call, allowed him to air his grievances, and assured him we would work together to solve the issue."