Can you share a time when you were faced with a particularly difficult customer service situation and how you were able to adapt and find a creative solution to resolve it?

One time, a customer was extremely upset about a product issue and demanded a refund immediately. Instead of escalating the situation, I listened attentively to their concerns and empathized with their frustration. I offered a compromise by providing a replacement product and a discount on their next purchase. This gesture helped to de-escalate the situation, satisfy the customer, and maintain a positive relationship with them.