Tell me about the last time you went above and beyond for a customer.

Practice being in the emotional state you want to convey. You want your answer to resonate with authentic sincerity. The way to accomplish this is to be truthful in your answers. Your body language will communicate the emotional state of the moment you are recalling, which for the sake of your example, should be enthusiasm and taking pride in your customer service accomplishments.

"I had a customer who'd recently had a stroke, and their signature no longer matched what we had on file. It was clear they were in a predicament, but the policy put a stop to moving forward with their large withdrawal. I was about to go on my lunch break as this was unfolding; instead, I took a trip to the branch where they'd originally opened their account, pulled their signature card and their file, and returned to my branch, where the customer was patiently waiting. We were able to verify their identity, duplicate the signature card, and offer accommodations at our branch, which was now their preferred branch."