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Well, have you got a story to tell? They want to see if you have a useful anecdote that shows some kind of depth and experience to your CV/resume other than what they have down on the paper.

You have to think of any point in your working life when a customer may have been dissatisfied and it was up to you to sort that out. If there has ever been this situation - where the customer could not be satisfied (and don't worry if there has been, there aer a lot of difficult people in the world) then tell them what the problem was and all the ways you tried to solve it. Also mention what else you might have done to solve the problem, looking back.

By saying what you did and what you could have done, this will show your interviewers that you are able to think on your feet in a difficult situation, and hopefully show off another life skill they want propsective employees to have.

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