Tell us a time you went the extra mile for a customer.

What You Need to Know
Answer Example

The most crucial part of any customer experience is the grand finale. How the customer leaves at the end of any interaction is what will stay with them. That exit point is the make it or break it moment for their brand loyalty. How well you fit into the culture of their brand, and how effectively you present that grand finale experience, is what you want to communicate. Detail a complicated situation where you found an opportunity to gratify a customer's needs. Describe the logic behind your course of action, what separated this example from your daily routine, and how you exceeded their expectations. Focus on the impact of your decision making and how it translates to their core values.

"I was working at our lead office when I got a call from a retailer. They explained that they had a customer at their location who had MS, who heavily relied on these shoes for support. They said nothing works for them that doesn't put more strain on them. Well, these shoes weren't in stock, and when they offered to order them to the store, they explained it would be too late, and this was the only chance they'd physically be able to come into the store. So I asked them where they lived, and it happened to be on my way home from work. So I told them not to worry, that if they wanted, I could swing by their residence with three pairs and they could try them on and pick the best fit. If this would work, they could just charge them and I'd deliver them. This worked, and when I showed up, they were beside themselves with gratitude."

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How to Answer: Tell us a time you went the extra mile for a customer.

Advice and answer examples written specifically for a Nike job interview.

21. Tell us a time you went the extra mile for a customer.

What You Need to Know

The most crucial part of any customer experience is the grand finale. How the customer leaves at the end of any interaction is what will stay with them. That exit point is the make it or break it moment for their brand loyalty. How well you fit into the culture of their brand, and how effectively you present that grand finale experience, is what you want to communicate. Detail a complicated situation where you found an opportunity to gratify a customer's needs. Describe the logic behind your course of action, what separated this example from your daily routine, and how you exceeded their expectations. Focus on the impact of your decision making and how it translates to their core values.

Written by Kevin Downey on July 20th, 2022

Answer Example

"I was working at our lead office when I got a call from a retailer. They explained that they had a customer at their location who had MS, who heavily relied on these shoes for support. They said nothing works for them that doesn't put more strain on them. Well, these shoes weren't in stock, and when they offered to order them to the store, they explained it would be too late, and this was the only chance they'd physically be able to come into the store. So I asked them where they lived, and it happened to be on my way home from work. So I told them not to worry, that if they wanted, I could swing by their residence with three pairs and they could try them on and pick the best fit. If this would work, they could just charge them and I'd deliver them. This worked, and when I showed up, they were beside themselves with gratitude."

Written by Kevin Downey on July 20th, 2022

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