Can you share a specific example of a time when you had to make a difficult decision that ultimately resulted in a positive outcome for both the customer experience and the company's bottom line? How did you approach the situation and what lessons did you learn from it?

One specific example of a time when I had to make a difficult decision was when a customer requested a refund for a product that was outside of our usual return policy. After assessing the situation and understanding the customer's concerns, I decided to make an exception and issue the refund. This decision resulted in a positive outcome as the customer was satisfied and left a positive review, ultimately improving our reputation. From this experience, I learned the importance of balancing customer satisfaction with company policies and the value of going above and beyond to ensure a positive customer experience.