It was a fairly easy interview. I was asked about a time I went out of my way to provide excellent customer service. There was a very brief scenario where the interviewer played the customer and she just wanted me to simply reply as the agent. For example, Cust: I received my Ipod today but it is the wrong color. Me (agent): "I apologize for the mix up, in order to better assist you, I just need to verify some information to bring up ur account, ok?" We discussed my job history, including what my job duties were, and what responsibilities the position entailed.