Tell me about a time you dealt with a difficult customer or passenger.

A customer came to our service desk because an important delivery had not arrived. I listened, apologised and checked the tracking details. After finding that the parcel had been misrouted, I contacted the depot and confirmed the available delivery arrangement before explaining it to the customer. I gave them a contact point for updates. The parcel arrived the next morning, and the customer later thanked my manager for the way I had handled the problem.