Amazon Customer Service Associates interview questions

Four to five rounds including basic english Test, JAM session (speaking on a given topic), versant test, HR interview. The basic english test includes english vocabulary, grammar, etc. In the second round, candidates were given topics to speak for a minute. The versant test includes reading, summarizing a topic, listening, writing an e-mail, etc. The HR interview started with background check. The HR asks for a brief introduction from the candidate followed by specific questions - the HR gave me a particular example of a customer having just received a shirt of a different colour that ordered. The customer was quite furious because he needed the shirt for a party that day. HR asked me how I would give a resolution to this customer.