How do you create value for your customers?
HSBC Bank looks to set themselves apart from their competition by delivering the best service possible in the industry. "We get it done. We create value for our customers and investors by always moving forward and making things happen." Discuss your work ethic and explain how you consistently go above and beyond the call of duty. Show that you follow through and take responsibility for your outcomes and commitments.
"A couple of years ago, when I was working customer service in retail, a customer was looking for a discontinued item of clothing for her sick mother. The easy route would have been to look it up, tell her it was discontinued, and have her be on her way. Instead, I took down the customer's contact information and let her know I could contact the person who handled archived products. If we could track it down, I would be in touch. With a simple phone call, my colleague tracked the item down from the supplier and had it shipped directly. We put the customer in direct contact with the supplier, and she was as happy as could be. Looking back on that situation, I felt that it was the right thing to do given the customer's situation and knowing she was a loyal customer."
"My current role in hospitality often has me working with very high-profile customers that come to our hotel. Last year, a touring manager for a musician contacted me regarding an upcoming stay for the musician. I proactively asked for their dining and entertainment preferences; with that list, I was able to work with our catering staff to ensure we had preferred items on the menus for the nights that he stayed and that we had a customized video game package in the musician's room for his extended stay. Before him leaving, his manager reached out to thank me for the great service!"
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
A year ago at _____, a customer approached me wanting to buy discontinued health food for his sick mother. Instead of just informing him that it was discontinued, I checked other stores for availability and got his number so I can contact him if the product is back on the shelves. I helped the customer because he has his own situation and I wanted to ease his life a bit, even if it means going the extra mile to find a product for him. Looking back, I knew that was the right thing to do; treating our loyal customers with care.
Chad's Feedback
Excellent example of going above and beyond! Were you able to locate any more of the product for the customer in the end? If so, what was his reaction? Be sure to communicate the outcome to complete the story for the interviewer.
