TD Customer Service Representative CSR interview questions

I had a short 15 minute phone interview with the hiring manager to discuss my availability and expectations and answer some short questions on my past experience and then a week later I had a zoom interview with 2 branch managers where they asked me behavioural questions based on my experience. Like have you ever experienced a time when you had a difficult encounter with a customer, how did you manage it?

Interview process consisted of a phone interview and then a group interview. Phone interview had basic questions. Group interview included some activities, including asking me how I would sell them a pen.