Citi Custimer Service Representative interview questions

I had a brief discussion over the phone (was out of state) with an HR rep to verify previous employment and answer a few personality questions. Had another phone interview that was more in depth, lasted about 1 hour, discussed my accomplishments and my goals. Focused directly on your customer service skill set, and the interviewer asked questions on how or why I dealt with a particular situation. I'm pretty sure it was a script that the interviewer had to follow through.