At Cisco we have detailed procedures in place for client technical support. What would you do if those procedures did not appear to be working?

"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."