"It is important to always have procedures in place but I understand that sometimes those procedures do not encompass all client needs. If I came across a situation like this I would rely on my personal knowledge and experience to troubleshoot and find a solution. If I did not have the answer, I would then ask for help from my supervisor or a colleague. It is important to stay calm in situations like these so the client remains confident in our capabilities. I would never tell a client that I didn't have an answer. 'I will find out' is always the best answer."
"I do not mind going slightly off script, if needed. There are sometimes extenuating circumstances where process does not necessarily work. I will gain permission from my employer if it's a bigger concern than usual since I still want to follow procedure as much as possible."
The interviewer would like to understand how you handle high pressure situations and unexpected difficulties in the workplace. Discuss the steps you would take if this situation happened to you.
"This industry is ever-changing and I have a true and keen interest in keeping up-to-date on those changes. I regularly read a couple of great online publications including PC Mag and Wired. Do you have any recommendations for great resources?"
"My current employer sends a daily email with company and industry updates. This is really helpful and I am sure to read it thoroughly every day. I also have Google alerts set up so that I am up to date on new trends and happenings in the industry."
Being up to date on industry terms, trends, and news is really important in a fast-moving industry such as IT and IT services. The interviewer would like to be assured that you have a true interest in their industry. Speak briefly about the ways you stay up to date on the industry changes and current events by referring to specific sources. You can also ask the interviewer about their favorite resources.