Can you share a specific example of a time when you had to make a tough decision that ultimately led to a better customer experience, and how did you handle any potential pushback or challenges along the way?

One specific example of a tough decision I made that led to a better customer experience was when I had to implement a new policy for returns in order to streamline the process and improve efficiency. Despite initial pushback from some customers who were used to the old policy, I communicated the reasons for the change clearly and empathetically, highlighting the benefits it would bring in terms of faster refunds and improved customer service. I also made sure to listen to their concerns and address them as much as possible, while standing firm on the decision to uphold the new policy. Ultimately, the change resulted in a more positive overall customer experience, as it reduced wait times and improved customer satisfaction in the long run.