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American Express Mock Interview

Question 35 of 35 for our American Express Mock Interview

American Express was updated by on June 14th, 2022. Learn more here.

Question 35 of 35

Tell me about a time when you had to tailor a solution to a customer.

"I recently had a customer who was several weeks past the return policy timeframe; however, she had some medical issues and a few other circumstances that were a touch unusual. I decided to extend the policy and issue her a refund, with the expressed permission of my supervisor, of course. It's important to have rules, but it's also important to express some flex when needed, within reason."

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How to Answer: Tell me about a time when you had to tailor a solution to a customer.

Advice and answer examples written specifically for an American Express job interview.

  • 35. Tell me about a time when you had to tailor a solution to a customer.

      Why the Interviewer Asks This Question

      They are trying to evaluate your commitment to customer service, and how well suited you are to this role. Just because you have a background in customer service doesn't necessarily mean you deliver an exemplary customer-centric experience.

      Written by Kevin Downey on February 9th, 2022

      How to Answer

      Most companies have specific solutions they offer customers when an issue arises. Sometimes, despite your efforts, you can't meet their needs and need to get creative. American Express values those committed to their customers and able to innovate. If you haven't done this before, give an example of a time you've gone above and beyond. You may have talked to your manager to find a compromise or a hidden benefit that you rarely offer. Think of a challenging situation you resolved. Making the customer happy is your priority!

      Written by Kevin Downey on February 9th, 2022

      Pro Tip

      The most important part of any customer experience is the grand finale. How the customer leaves at the end of any customer experience is what they take with them. That exit moment is the make it or break it moment to brand loyalty. How well you fit into the culture of their brand, and how well you deliver that grand finale experience, is what you want to convey.

      Written by Kevin Downey on February 9th, 2022

      1st Answer Example

      "I recently had a customer who was several weeks past the return policy timeframe; however, she had some medical issues and a few other circumstances that were a touch unusual. I decided to extend the policy and issue her a refund, with the expressed permission of my supervisor, of course. It's important to have rules, but it's also important to express some flex when needed, within reason."

      Written by Elisabeth Walter

      2nd Answer Example

      "There was a customer who ordered a product from us that had a lifetime warranty. Unfortunately, the product they wanted to be replaced was no longer supplied by our company. I offered them credit for anything else in our catalog, but they weren't interested in any of our other products. They just wanted the product replaced. I made several calls to all of our warehouses worldwide and was able to locate a replacement item, even though our systems indicated we had no inventory. It took some time to track down. I waved the cost of shipping, explaining if anything should happen to this replacement, a credit would be the only thing we could offer. They understood and were grateful."

      Written by Kevin Downey on February 9th, 2022

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "I recently had a customer that couldn't use the internet service, due to a calamity, and he continued to pay bills. He demonstrate me, also, that his products have broken so, under expressed permission of my team leader, I decided to send him new products for free and to apply for temporary benefits. It's important to follow the company rules, but it's also important to have some flex when needed, in such way that retains customers."

      Lauren's Feedback

      This is a very solid example. You remained within the confines of your company's policies and procedures, while upholding great customer service. Great job! I assisted with minor edits - see below.
      "I recently worked with a disgruntled customer who was not using one of our services but continued to pay the bill. The customer had broken products as well, creating further dissatisfaction. I contacted my Team Leader to work out a swift solution. I was advised that providing free products and temporary benefits would be approved. I followed the chain of command to stick to our policies and procedures while ensuring great customer service. Retaining customers is vital, so I try to be as flexible as I can within the confines of policies."

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