"Can you describe a time when you went the extra mile to resolve a customer's issue, resulting in a positive outcome that exceeded their expectations and left a lasting impression on them?"

A: Yes, there was a time when a customer was unhappy with a product they purchased and wanted a refund. Instead of just processing the refund, I took the time to understand their concerns and offered a replacement product that better suited their needs. I also provided a discount on their next purchase as a gesture of goodwill. This not only resolved the issue but also left the customer feeling valued and appreciated, resulting in positive feedback and repeat business.