Air Canada Customer Service Representative (CSR) interview questions

I applied about 2 weeks ago and they called me to schedule a phone interview 2 days later. The day of the phone interview, she called me 30 minutes before my actual set time because "something came up". First, she got through the status questions (where do you live, can you work in this country, etc). Then she asked me 5 questions about very specific situations I was faced with at work. She asked me to go into detail and not give general responses on how I deal with something, rather say exactly what I did. They scheduled me for both an English and a Spanish language test very early the next morning and a face to face interview the same day.