Your question is Balancing Empathy and Accountability with Customers. 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).
They ask me about an experience with a difficult customer.
Be prepared to explain the situation, the customer's concern, how you responded, and the outcome. Focus on your own actions, including how you balanced empathy, business constraints, and accountability.