I won't say there was a dificult or unexpected question, but Apple really cares about providing quality customer care. That means showing empathy on the calls, but also engaging with the customer. If the customer says they had a birthday party you should wish them a happy birthday and ask about the celebration.
How do you handle a customer who is not satisfied with blank.
What struggles will you face working from home?
Why do you want to work for apple? What CS experience have you had? How do you deal with angry customers?
My phone has been replaced several times and now, Apple Care says they have to send me a new replacement! I want to know why you can't get me a working phone?
What if they had a signal, and had already tried resetting the phone and it didn't work?
How would you reassure a customer when they are upset about a nonworking device?
If a customer couldn't connect to Wi-Fi, how would you troubleshoot?
How would you help a customer who is having trouble connecting to the internet on her computer?
Have you ever been fired from a job?
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