I had researched the company to learn what services they provided and what industries they supported so I was able to talk about their role in providing a customer service environment for the local government. I had also asked my recruiter about the position I was applying for so I was able to discuss the responsibilities and expectations for this new position.
The manager I interviewed with queried me about my experiences in telecommunications and my duties with the company I was leaving to come to National Semiconductor. After that the conversation changed to our military experiences.
Describe your most difficult patient/customer, and how you resolved it. A common question; however, if a patient/customer is simply heard, and understood, and their requests dealt with in a compassionate manner, there are no difficulties.
I have never had a truly difficult patient. Most people are just lonely, afraid, and want to be heard, and to be taken care of. I have done just that, and never had another "issue". No interviewer ever believes that answer. But, it is, nonetheless, completely truthful.
The question is direct and straightforward. One either has the experience or they do not. Small office IT experience with servers, routers, switches, etc., regardless of CISCO textbook knowledge, is not what is expected in this position.