Tell me about a time when you had to manage a difficult customer.

Focus on a specific instance where you encountered a challenging customer situation. Detail the nature of the difficulty, such as a complaint or unrealistic expectation, and explain your approach to resolving it. Highlight your communication skills, empathy, and problem-solving abilities, emphasizing how you balanced the customer's needs with company policies. Finally, discuss the outcome and any lessons learned, particularly how this experience aligns with Amazon's Leadership Principles, such as customer obsession and ownership.