At Lenovo, we have detailed procedures for client technical support. What would you do if those procedures did not appear to be working?
Your interviewer is interested in learning how well you handle high-stress situations. How you answer may inform them of your emotional intelligence. In any high pressured situation that requires immediate decision-making, taking a calculated risk is often necessary, especially where hesitating is more costly. Therefore, the interviewer wants to know if you are a risk taker or risk averse. Share with your interviewer your approach to being resourceful, exhibiting outside-of-the-box thinking, and taking an educated, calculated risk while thinking fast on your feet. Provide an example that demonstrates sound judgment. Discuss the results of your course of action, what you learned, and how you've grown from your experience.
"It is important to have procedures, 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 ask for help from my supervisor or a colleague. It is important to stay calm in situations like this, 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."
