I was referred by an employee. I was contacted by email to set up a phone screen interview. That call happened 2.5 weeks after the initial email, it lasted less than 15 minutes and I was asked the basics; why this position/job, what is your experience and how would it relate, give an example of a time you went above and beyond to help a customer. He described the position, the pay, potential start dates. He then asked me if I had any questions for him. It went well so he said he would email me a link to an assessment. That arrived within the hour. I completed it that night and he reached out by email the next morning to see if i could schedule an in person interview for the next day (obviously, i passed the assessment). The assessment is all customer focused, answer always in favor of helping and putting the customer first BTW. By the third day was my in person interview. It was just one person and they asked the basic behavioral questions. They want responses that are to a specific incident, and make sure you answer exactly what they are asking. it's absolutely ok to ask them to repeat the question and to take a minute to think. They want the problem, the action you took, and what the result was. If the result isn't favorable, explain how and what you learned from it and how you have applied it.