I was contacted by a recruiter via LinkedIn. When I replied, he connected me with an internal HR person and we had a brief conversation in which she stated I am "exactly what the company is looking for." She scheduled an interview the following week with a director-level person. We had a great conversation and my responses seemed to resonate with her. I followed up the interview with an email thank you. The following week, I had another interview with another director-level person. After asking one or two questions about my experience she launched into a 15 minute scenario (see below) essentially about managing an irate client. In the two minutes I had to respond, she asked "what specifically would you say to this individual?" See my answer below. I followed up the interview with an email thank you and reiterated my response to the scenario. I found out that, because of my response to this one question, they are not moving forward with me as a candidate. I have no idea what answer this person was expecting so I can't help you in that regard. But if you think my answer was professional and appropriate, you probably should look elsewhere.