"I had a technician that provided horrible customer service one day a few months ago and we had a very upset customer. I was able to pull her off the line and have her take a break. After talking with the customer and apologizing, I joined her in the break room and asked her if she was doing ok. She appreciated me talking to her and not making a scene on the line about her attitude. That day I learned to take a different approach to my employee's reactions when they are having a bad day."

The most important part of answering this question will be telling the interviewer what you learned from the situation. Take time to quickly lay out the situation you encountered and then walk through how you handled it with class. Let the interviewer know that you aren't afraid to seek guidance from leaders if needed.