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Give me a specific example of a time when you had to address an angry customer

Whilst working in a retail company, I had to deal with angry customers now and again,
on one occasion though one customer was particularly irate, in regards to a refund,
without having a receipt for good purchased

What was the problem and what was the outcome? How would you assess your role in defusing the situation?

My first role was to find out why the customer was so angry. Initially I thought it was a simple misunderstanding. As my position was strictly customer sales, I had to look into whether or not our company was actually at fault, meaning that we were obligated to do anything to make amends.

I informed the customer that I recognized their problem, and that I would be doing everything I could to help them, recognizing that this person became angry due to frustration and feeling that no one was listening to them or understood their grievance.
I spoke to a senior manager, to find out if the policy of our store allowed us to give a customer a refund with the manager's approval, or a store credit instead of a refund.

Eventually the problem was resolved, at which I apologiszed again for the inconvenience and felt obliged to offer a discretionary discount for their next visit.

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