Article Customer Support interview questions

Multiple step interview takes place over the course of weeks. Starts with a phone screen with your basic interview questions and then if you pass this point you will be invited into the Article office to meet with two supervisor level staff who will read you questions from a script mostly your generic interview questions and ask you to roleplay some scenarios where you play the CEO of the company and they ask you to interact with the customer to help them. The two scenarios I recieved from the script included: 1. A customer purchased a bed from Article and in the middle of the night the bed collapses with the customer and her dog on it. The customer being shaken by this experience doesnt trust that it will not happen again and she is worried about her pets health plus her own and goes on to asks you how this will be made right. 2. A customer has an upcoming dinner party and at the last minute he discovers the table he ordered just for this event is out of stock. He is upset looking for a solution. In both roleplay situations, I was never given limits to my powers as the CEO so I took full advantage of this and exceeded the customers' expectations to the furthest level because after all, I was the CEO! And what better way to earn a positive review from an angry customer and take the wind out of their sails by giving them what they want plus something more to show that my company truly will go as far as it can go to make something right when it all falls apart. Finally in this interview they ask you to complete a writing exercise and give you 10 minutes to write a response to a customer complaint recieved through email. The customer in this case discovered that FEDEX delivered the package to a wrong address across town, luckily the box has her contact information on it and the recipient of the package was a kind enough person to call her. She is upset she had to drive across town to pick up her would be lost package. Alas, I did not make it to the next round of interviews so that is about as much as I can share. For the hiring staff and supervisors, perhaps put some limits on that roleplay or let your canidate know what sort of budget we are working with for resolving issues. Aslo this sort of drawn out interview process is not the sort of