"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 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 off-script if needed. There are sometimes extenuating circumstances where the 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 the procedure as much as possible."