Our customer services team often has 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 British Airways customers come from all walks of life and travel for many different reasons, customers can have some very unique demands. This job, as part of the customer services team, will require the willingness 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 for a large auto dealership, 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 having repairs made to his vehicle and prior to coming in for repairs, she had dropped her dogs off at the groomer thinking she would only be with us for an hour or so. Knowing that her car would be in the shop for two to four hours, I worked with our Service Manager to get her into a loaner vehicle and to have him nullify the no pets clause to our loaner vehicle policy so she'd be able to leave our location to pick up her dogs. The customer was very happy with the service that I provided, and she even put in a great word for my service to our General Manager."
