Whenever you're ready, walk me through how you'd approach this.
Describe a difficult interaction you had with a customer, how you handled it, the outcome, and what you would do differently.
Focus on one specific interaction rather than describing your general customer-service approach. Explain the customer's concern, the stakes, your actions, how you balanced empathy with technical or business constraints, and how you took ownership of the outcome. Be prepared to discuss what you learned and how you changed your approach afterward.