JCPenney Customer Service Associate interview questions

You have to apply online either in the store at their Kiosk or at home. I was called for an interview about a week or two after I applied. Do research on the store so you're not completely new to any of their information. My first interview was with the women's department supervisor and he asked another supervisor to be there as well. I was asked questions such as What would I do if I had an upset customer? What would I do if there was an item that was not on the floor, but the customer really wanted it? I answered be patient with customers and listen to their requests/concerns. & for the second, I said I would see if I can order it online AND/OR check if we have anymore in stock. JCP is BIG BIG on customer service so whatever you have to do to please their customers. The second interview was with the store engagement manager, he asked similar questions and asked me to describe situations such as : tell me a time where you provided excellent customer service. How would others describe me & such.