Can you share a specific example where you successfully turned a difficult customer interaction into a positive experience, and what techniques did you use to achieve this outcome?

In a previous role, I had a customer who was upset about a delayed delivery of their order. I empathized with their frustration and actively listened to their concerns. I apologized for the inconvenience and offered a discount on their next purchase as a gesture of goodwill. I also kept them updated on the status of their delivery and ensured that it arrived promptly once it was ready. By addressing their concerns promptly, showing empathy, and offering a solution, I was able to turn the situation around and leave the customer satisfied with their overall experience.