How would you answer scenario based questions in a job interview??

For example
"please describe a situation in which you have had to deal with a difficult customer, and how you dealt with them"
or
"please describe a time you have gone out of your way to help a customer"
etc..
or do you know what other common behavioural/ scenario based questions are asked in job interviews (relating to customer service/admin)
THANKS HEAPS

Well I am assuming you want some sort of a fictional answer wherein you come out sounding like a model employee, yes?

Your best bet is to use your OWN experience in this matter keeping in mind the following:

1 - The employer wants to see if you are able to think on your feet.

2 - They are trying to figure out how good your judgment skills are

3 - They are testing you to see what you consider "Difficult".

Keep those things in mind while forming your answers and you should be fine.

Or you can go with the standard "Joke" in this situation:

"Aren't ALL customers difficult? Ahahaha... but seriously... I don't treat easy going customers any differently from the so-called 'difficult' ones. I do what I can, to the best of my ability, regardless of who I am serving".

The same goes for the out of the way question.

"I make sure to go above and beyond my job description when dealing with any and all customers/clients."

Hope that helps!

You just have to use your experience. If you don't have any expereience with these types of situations you can ask your interviewer to give you a situation and you can tell them how you would handle it. It would be a good idea to get these questions answered in your head for the rest of your interviewing life, because for me, those quesitons come up in every interview I have ever gone to.

Something like:
"An elderly woman has had her credit card rejected while trying to pay for her shopping, and she has no cash with her. What do you?"
There is then usually 3 or 4 options to choose from, you pick one and say why you have chosen that one.

Just don't stall while figuring out which answer to choose...that happened me a couple of weeks ago, and it pretty much ruined the interview which up until then was going well........merde!

This is called behavioral based interviewing. Many companies are using this due to its reliability. Here is a website that can explain it better than i can, they also have an area where you can practice your answers with their professionals.

http://www.tspractice.com