How do you approach a situation where a customer is upset and demanding a solution that may not align with company policies, but is important to them? Can you provide an example of a time when you successfully navigated a similar scenario while still satisfying the customer's needs?

When faced with a situation where a customer is upset and demanding a solution that doesn't align with company policies, I would first empathize with the customer and listen to their concerns. I would then try to find a compromise that satisfies both the customer's needs and the company's policies, while still providing excellent customer service. For example, if a customer wanted a refund for a product that was past the return policy, I would offer them store credit or a discount on a future purchase as a gesture of goodwill, while still adhering to company guidelines. This approach shows the customer that their concerns are being taken seriously and helps maintain a positive relationship.