Your question is Dealing with a Hostile Customer. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
Tell me about a time that you dealt with a hostile customer.
Asked in the virtual on site stage. The interviewer is assessing whether you can remain composed, listen actively, clarify the real issue, and take ownership without making promises you cannot keep. They also want to understand how you balance empathy for the customer with company policies, technical constraints, and the need to involve others appropriately.
Use one specific example and explain the stakes, your role, the steps you took, and the outcome. Include what you learned and what you would do differently if the situation happened again.