In my past experience as a sales associate at Marshalls, I once encountered a customer who was very upset and they were explaining to me that they had traveled a very long distance to come and find this product and that it unfortunately just wasn't in stock at the moment at our store. She was on the verge of leaving, but I calmly listened to her needs and I had empathy for her. I understood that a long drive could have been frustrating and that she was expecting to find the product, and I told her that I would look for a solution for her. I quickly searched nearby stores to see if any had any in stock, and I also offered the product to be shipped to her home at no cost. This made the customer really happy and she left being satisfied with the customer service that I gave her. I learned to always maintain calm and be respectful, be kind in this situation no matter the circumstance, understand their frustration, and just make them feel like you are there for them and you are able to find a solution for their problem.