Shoperies interview questions

The interview was a breeze, centred on self-introduction and past customer support roles. There are no challenging questions, making it a straightforward and simple process. But the only downside is, that they asked me to give an example of how to handle a customer, I provided the basic support, but the person interviewed was expecting more as per their company policy, how am I supposed to know that unless I already work there? So if you get an opportunity from them, to prevent such occurrences, ensure thorough clarification beforehand.