How do you balance the needs and expectations of a dissatisfied customer with the policies and limitations of your company, while still striving to achieve a positive resolution? Can you provide an example of a time when you successfully managed this delicate balance?

When balancing the needs and expectations of a dissatisfied customer with company policies and limitations, it is important to empathize with the customer, communicate openly, and find a compromise that satisfies both parties. One example of successfully managing this delicate balance is when I worked in customer service and a customer was unhappy with a product that was no longer eligible for a refund. I listened to their concerns, offered a discount on a future purchase, and provided additional support to ensure they were satisfied with the resolution. This approach helped maintain a positive relationship with the customer while still adhering to company policies.