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Tell me about a time when you had to communicate an unpleasa

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Tell me about a time when you had to communicate an unpleasant issue.How did you prepare yourself?
:Describe a situation in which you came across a complex problem.How did you go about solving it?What process did you follow?What did you do to identify the key factors?What did you learn from this situation?
Once I bought a new MP3 from Internet,but to my disappointment,I find it couldn't work when I receive it.I was really upset and have to complain to the after sales service.I ask them to refund my money.At last,they agreed to send me a new one instead of the broken one.Finally,I got a so called new one .In order to save some troubles ,I just show my satisfaction and let thing go.After that,I decided not to buy all the things on the Internet espacially for some digital products.