The interviewer is trying to evaluate your commitment to customer service, and how well suited you are to this role. Just because you have a background in customer service doesn't necessarily mean you deliver an exemplary customer-centric experience. Those who are committed to their customers often must be able to innovate and be able to think independently and out of the box. The most important part of any customer experience is the grand finale. How the customer leaves at the end of any customer experience is what they take with them. That exit moment is the make it or break it moment to brand loyalty. How well you fit into the culture of their brand, and how well you deliver that grand finale experience, is what you want to convey. So offer an example of where you've gone above and beyond.
