The interviewer wants to know your experience with angry customers and what processes you follow if the situation occurs. Employees in customer service must remain professional and calm under stress. Take this opportunity to demonstrate how you de-escalate and give specific examples when possible.

"I once had a customer come into my store yelling about how she had just purchased an item the day before, and the leather ripped already. I remained calm and kept my tone pleasant and positive. I apologized for the problem and the inconvenience of having to come back to the store and asked her for her receipt. She did not have it and continued to be upset about the quality of the item and her wasted time having to come back. I again apologized and offered to look the information up in our system for her. I was able to locate her receipt, and we replaced her item. My manager also approved a discount on another item in the store for her trouble. I was able to de-escalate the situation by being helpful and understanding and not getting emotional in response to her anger."