Our clients expect top-tier service and products, and we will expect you to offer that in this role. Have you ever gone the extra mile for a client when it wasn't expected? Why did you do so?

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As a customer service professional, you are likely used to going the extra mile. Demonstrate that going above and beyond is your work standard. Think of a time you went above and beyond the call of duty and impacted the overall customer experience. Explain why you felt it was necessary to take that action and describe the results of your actions.

Bank of America strives to set itself apart from its competition by delivering the best service possible. "A company for all your financial needs. At Bank of America, we offer a broad range of products and services to make your financial life better. Whether you start with our digital tools or talk directly to one of us, we're here to help you find what you need."

"A couple of years ago, when I worked customer service in retail, I had a customer looking for a discontinued item of clothing for her sick mother. The easy route would have been to simply look it up, tell her it was discontinued, and send her on her way. Instead, I took down the customer's contact information and let her know that I could contact the person who handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague was able to track the item down from the supplier and ship it directly. We put the customer in direct contact with the supplier, and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given her situation and the fact that she was a loyal customer."

"In my current role in hospitality, I often work with high-profile customers who come to our hotel. Last year, a touring manager for a musician contacted me regarding an upcoming stay for the musician. I proactively asked for their dining and entertainment preferences. With that list, I was able to work with our catering staff to ensure we had his preferred items on the menus for the nights he stayed and a customized video game package in the musician's room for his extended stay. Before his departure, his manager reached out to thank me for the great service!"