for any question that they ask about issues with customers or partners use the STAR format because it will tell them everything they need to know and make it easier for you

Situation (what was going wrong or what was going on in general)

Task (what was supposed to be happening basically)

Action (what you did to change the situation; your role in improving the situation)

Result (what happened, and how the changes you delegated have improved the store)

they really like it when you use “big” words in your answers, like deescalate the situation

you can always embellish you answers because at the end of the day only you know what exactly happened and it doesn’t hurt to make yourself look better for them. not too much tho don’t want to seem cocky. :)