"Well, I suppose it depends. Every circumstance should be handled on a case-by-case basis. But I would ask them questions, actively listen to what they had to say, and make it known they were heard. Then, I would empathize with them and walk around in their shoes. I would be patient, tolerant, and humble, and show them I was an advocate for them, as I am for all our customers. I would try to help them and communicate with transparency. That's where I would start. If after that, I was unable to calm them, normally speaking to a second employee who can offer an equally validating second opinion will have the desired calming effect, where we can start a negotiation towards an amicable resolution."

One of Zalando's values is customer focus, where they further define their unified approach to delivering a customer-centric experience. "Everything starts with the customer. Always put yourself in our customer's shoes. We always ask: are we delivering our customer promises? Are we creating memorable moments? We start with an experience worth creating and then work backwards. Customer service is the voice and ear, understanding and expertise. We stay humble and trust that our personal success comes from making the best decisions for the customer. Put purpose first, ego second."