Tell me about a time that you went above and beyond for a customer?
"In my current organization, we have a very stringent return policy. It's very different from the flexible return policy that Nordstrom offers its customers. I had a customer who was very upset when she realized that she missed our return window by two days. Her items were unworn, and she had the receipt, so I did break the rules and took her return. I was ready to take the heat from management, but fortunately, that didn't happen. The customer was pleased that I was willing to be flexible in that way and she has used me as her shopper ever since."
To get ahead of the pack, offer examples where your values clearly align with theirs. To detail yourself as the best candidate, think of those times when your work standard went consistently above and beyond. It's one thing to cross sell or to carry your customer's bags to their car, but it is another when it comes after having focussed on and walked and talked with every customer, getting them closer to the product they were looking for, answered their every question, and made sure their every need was met before you went above and beyond.
Nordstrom states that thier "legacy of customer service is built on real experiences, and our salespeople help make this possible, from greeting customers to building lasting, meaningful relationships." Additionally, Erik Nordstrom said, "First and foremost, focus on the customer. Our aim is simply to make customers feel good. Getting closer to our customers, physically having the product closer to the customer, and delivering one-on-one service, is about getting closer to delivering what the customer wants, and empowering that customer."
Share an occasion where you went above and beyond by listening to your customers, communicating with sincerity and empathy, and how you then identified and delivered on the customer's needs. Go beyond something that occurs in the normal course of the day when showcasing your approach to going above and beyond for your customers.
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