Mapfre Customer Service Representative II interview questions

I applied to a hiring event. I sent my resume to them and they emailed me back with an invitation the same day. I checked into the event and first spoke to a recruiter. He was friendly and very kind. Very approachable and easy to speak to. I then went into a second room to interview with two managers. They were also nice and asked similar questions. One of them told me I was "very nice" and explained I would "sometimes need to provide negative news to customers." He asked how I would handle that. I thought this was a weird question to ask. Overall, everyone was friendly and I had a really nice experience. They called me the next week and offered me the position. I started over a month later due to their training availability.