The questions asked are the same across the board, reported by other reviewers. It is very important to know the STAR format - Situation (setting the scene and providing the necessary details of your example ) Task (describe what your responsibility was in that situation) Action (explain what YOU did , what steps you took to reach the goal/solve the problem) and Result (share the outcomes that your actions achieved). Frame your answers as it relates to customer service. This format is like telling a story with a beginning, middle, end. Be prepared, but try not to overthink it.