Your question is Handling a High-Stakes Customer Escalation. 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 you handled a difficult customer or a serious escalated issue. What was the situation, how did you de-escalate it, and what did you do to make sure the problem was fully resolved?