Give an example of a time when you had to work with a challenging situation, how did you deal with it?

I believe they were looking for dialogue on customer compassion and empathy during their clients potentially stressful transitions to their new home. I think the behavioral questions could have been phrased better. What is the worst mistake you ever made, what is the worst interaction you ever had with an employee, what is the worst experience you ever had with a customer... these questions don’t necessary elicit the best responses.