HSBC Customer Service Representative interview questions

I applied on company website and that was easy, just uploading my CV and answering a few simple questions. After about two weeks I got a call from lady asking questions about my work history and booking me a telephone interview for the next day. I was pretty nervous, but I passed. Whole conversation took 20 minutes. They asked me two questions about dealing with difficult customers and how I overcome some difficult time (I used example for personal life there). Already next day I got a call for a face to face interview, conformation email misspelled my first name that looked a bit unprofessional. Face to face was very formal. First part was role play, where I was left alone with some information and manager was playing customer on the phone. It is very easy to follow instructions if you have experience, I don't but I passed. Second part was answering 5 competency based questions and by that point I was already tired so maybe I didn't think of right answers. I'm unsure why I didn't passed the last stage, but it might be related to a fact I'm not a native speaker and they don't want their customers have impression that their customer support is not based in the UK.