Tell me about a time when you went above and beyond for customer service?
Talking about a time when you calmed an upset customer can be an excellent example for this question. Be ready to talk about the time you went above and beyond with handling a customer complaint. Explain how you listened to every word the customer had to say. Next, describe how you apologized to the customer with a calm voice and sincere heart. Finally, be sure to tell the interviewer what solution you offered the customer. Perhaps you did not charge them for a meal if it was in a restaurant. Maybe you offered a new dish for them to try. Be sure to close with how happy the customer was when they left!
"In my current job, at the athletic store, I often have customers who are just starting to get into an active and healthy lifestyle. I will ask them discovery questions regarding their goals, their level of activity, any previous injuries, and more - so that I can properly fit them into the right athletic footwear. During the conversation, I will often mention resources they may like, such as recipe or fitness apps and websites. I want my customers always to feel like they received some added value."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I recently had an experience where I had a patient that needed medications transferred to our store due to her losing all of her medications in Los Angeles. She was traveling and needed to leave in an hour. I quickly called the pharmacy, transferred the medications, filled the prescriptions, and applied discount coupons to all of her meds so that she could pick them up quickly. She was extremely grateful that we could get her medications for her within an hour and they were relatively inexpensive as well!
Rachelle's Feedback
You took quick action and gave very good customer service. Nicely done. Great answer!
Anonymous Answer
We had a store that was very needy, and most people didn't like dealing with them. I offered to come to the store so the associate could show me what they were having problems with so I could fix things quickly and accurately. We are still friends today.
Alexandra's Feedback
I think you can clarify this answer a little bit. In this situation, is the associate the one you provided good 'customer service' to? If that's the case I think this answer can still work! I would consider re-writing to say something like this:
When I worked as a ____ at ____, I thought of my customers as associates at each store location. We had a store that was very needy, and most people didn't like dealing with them. I offered to come to the store so an associate could show me what they were having problems with so I could fix things quickly and properly. It is unusual for people in my position to visit the store directly, but I wanted to go above and beyond to help solve the problem. I was able to implement this solution. The associate and I are still friends today.
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