Pretty straightforward interview. Interviewer is not trying to trick you as much as he or she is asking questions to see if you are a good fit for the position. Interviewer would ask situational questions to see how you would react in the situation. He or she also gives you situations and asks you to explain a personal, real-world example that applies. Did two over-the-phone interviews, followed by an on-site interview, followed by a final interview. That may be a lot of interviews, but I found none of them to be incredibly challenging. Ability to improvise and think critically would help, which is fitting because those skills are important for customer service there.