Our Customer Service Agents often have to handle unique requests from our customers with a smile on their face. Talk about a time you had to handle a unique request that fell outside of your typical job duties. Why did you oblige the request?
Because of the simple nature of the industry and the fact that the passengers of Air New Zealand come from all walks of life and travel for many different reasons, customers can have some very unique demands. Your job as a Customer Service Agent will be to help customers with anything you can, within reason. To get a feel for your willingness and ability to do this, your interviewer is looking to hear about a situation in which you have had to do this in the past. As you prepare for this question, think of a time that highlights a very unique situation with a customer that fell outside of your typical duties and allows you to talk about your reasoning for helping the customer in that way. In the end, your interviewer is looking to hear that you are flexible and willing to do what is necessary to put a smile on the customer's face.
"During my time in Customer Service with Spark New Zealand, I did many things that were out of the scope of my job to help provide the best experience for customers. One day, we had a customer who was having major connectivity issues with their wireless internet. Being that they were running a large business and all of the techs were on the road that afternoon, I sought permission from my manager to leave my desk and go help the customer at their site and he obliged. I took the time to speak further with the customer over the phone so I could diagnose the issue and bring as much extra equipment that I could. In the end, I fixed the issue at the customer's place of business, and they were very happy with the result in such a timely manner. In this situation, I knew how important this particular customer was, so I was very willing to step outside of my normal job duties."
