I believe they were looking for dialogue on customer compassion and empathy during their clients potentially stressful transitions to their new home. I think the behavioral questions could have been phrased better. What is the worst mistake you ever made, what is the worst interaction you ever had with an employee, what is the worst experience you ever had with a customer... these questions don’t necessary elicit the best responses.

Describe a time in professional experience where you and a college disagreed/how you overcame.