Best Buy Customer Service Representative interview questions

First interview was over the phone, general questions about why I am interested in the position, what I have to offer, availability etc. Second interview was in store with one of the managers. This one went more in detail

Open ended questions. What was a time you went beyond for a customer? What did you do when a customer was wrong? process took about a week. Open ended questions. What was a time you went beyond for a customer? What did you do when a customer was wrong? process took about a week.