An ideal answer to this question will demonstrate that you are capable of assessing a situation and implementing improvements.

I started to notice that a lot of customers were complaining about feeling patronized by my agents. In response to this, I listened to the calls these complaints stemmed from and realized that words such as ‘wonderful’ were being over used.

I then had a meeting with the worst offenders in my team and suggested changes that they could make to correct this behavior. After this meeting, customer complaints reduced and sales increased.