General CV walk through and pick out successes. Describe challenges to the Customer Service environment. How would you communicate with a team who are not in your building (yes really that was a question). Various questions about customer service, but nothing too in depth.
Well my answer was attitude. Skills you can teach. Ambition is promoted by culture and environment. The challenge here is that if you are more intelligent than Ms Collins, of if you have a different opinion or understanding of the world, you're out.