Deloitte Consulting has detailed procedures for client technical support. What would you do if those procedures stopped working?
The interviewer would like to understand how you handle high-pressure situations and unexpected difficulties in the workplace. How you answer this question will tell them how resourceful you are and whether you exhibit 'outside-of-the-box thinking. They seek to measure your preferred working style and whether it meets their required criteria. Discuss the steps you would take if this situation happened to you.
"It is important to have procedures, but I understand 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 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 slightly 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."
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 usually depend on my knowledge and experience to support the client and am always finding a way to get another alternative to address the situation and act accordingly. Do my own research Or I will ask my lead or clique to address the situation. Because the client always should have to have confidence and rely on our support.
Stephanie's Feedback
In the "Revised Answer" section, I have suggested a slight re-write for this response.
I usually depend on my knowledge and experience to support the client. Client satisfaction is a priority for me, and I always find a way to get another alternative to address the situation and act accordingly. In this case, if a technical procedure wasn't working, I would first conduct my own research and also ask my lead to address the situation. I would make sure that the client had access to a solution because the client always should have confidence n our support.
