Can you share a time when you had to come up with a creative solution to resolve a customer's problem, even if it meant going above and beyond the standard protocol?

Yes, there was a time when a customer was unhappy with the product they received due to a shipping error. Instead of just offering a refund or replacement, I personally reached out to our supplier to expedite a new shipment and offered the customer a discount on their next purchase as a gesture of goodwill. This not only resolved the customer's issue promptly but also strengthened our relationship with them. By going above and beyond the standard protocol, I was able to turn a negative experience into a positive one for the customer.