What would you do if the detailed procedures in place for client technical support 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 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."

"I suppose there are always situations that require you to think outside the box. I pride myself on my ability to approach every problem from multiple angles. The procedures in place are likely there to protect either the company's assets or reputation. So I would take the intent of the policy in mind and proceed from there. I am by no means a habitual risk taker. I prefer to play it safe. But I recognize that sometimes playing it too safe poses a greater risk for the company. To answer this question, depending on the scenario, I would do my best to do my job."