Tell me about a time you had to stay calm when a customer was upset.

In a hospitality role, I once had a guest come to the desk very upset because a delay in room readiness had disrupted their plans. They were speaking loudly and clearly expected me to become defensive, but I kept my tone calm, listened fully, and acknowledged the frustration before trying to solve anything. Once they felt heard, I explained what I could do immediately, gave them a realistic...