How would you deal with a difficult customer

What experience I have had that would be a skill I can use with members who call?

The communication exercise involved being emailed a drawing consisting of multiple shapes about 20 minutes before the interview and then during the interview I had to describe what I could see to someone so they could draw a copy of it. The scenarios for the customer role-play were also emailed over 20 minutes before the interview. One of the managers pretended to be a customer calling up & I had to pretend to be on the phone with them handling their query. There were 3 role-plays we did, 1 was a customer unhappy and confused about paying an excess, 1 was a father calling up about his daughter having psychological issues, and the last was about Bupa having to reschedule a customer's appointment due to a flood. When I received the email confirming I had progressed to the Microsoft Teams interview, the email included the topics I will be asked about, so luckily there wasn't a lot of thinking on the spot & mind going blank moments. The topics were : "Culture and Values: This is about what you know about Bupa our culture and values. Ownership and Performance: This is about how you take responsibility for managing your performance at work. Development and Capability: This is about how you take opportunities to learn new skills and develop yourself. Risk and Compliance: This is about following the rules that we have as a company to keep our customers personal information safe and work within regulations." They also said they wanted me to answer in the "STAR" format.