Give an example of a time when you had to handle a major crisis or problem?

A work-related problem I had recently was dealing with a customer in retail. I work part-time as a cashier and many times no matter how many times we, as cashier/managers/supervisors explain the store's refund/exchange policy customers refuse and begin to argue/yell/complain/shout and get an attitude. This is frequent in retail but even more frequent in my case since I'm young and many times older customers feel they can push me around and manipulate me to get what they want.

The customer did not understand how I explained the exchange policy to her. Started yelling and even scaring nearby customers. I told her I would call the manager to have her come explain it to her and left the hectic, stressful situation to another spot in the department. In the end the manager took care of it and the customer ended up apologizing to me.

In the end, this question is going to be something you have actually experienced, rather than a false answer which is simply rehearsed. Interviewers should be able to pick up on the honesty of any answers during an interview. The best reaction to any interview is to PREPARE. Expect this question at every interview! If they don't ask it... well, at least you'll have preparation practice for next time (that is, if you aren't extended an offer). Prospective employers don't care so much about the problem itself; they want to know how you handled and solved it. Good luck!