Can you share a time when you had to handle a difficult customer who was upset over a misunderstanding or miscommunication, and how did you effectively communicate to resolve the situation?

In a previous role as a customer service representative, I encountered a situation where a customer was upset due to a misunderstanding about the terms of a promotion. I calmly listened to the customer's concerns, apologized for the confusion, and explained the promotion details clearly and concisely. By actively listening, showing empathy, and providing a clear explanation, I was able to resolve the situation to the customer's satisfaction and maintain a positive relationship.