Breaking the rules, and bending them, CAN be different from each other. Often, organizations are okay with you bending the rules to keep a customer happy. You need to know your audience, though! If the company is very stringent when it comes to their policies and procedures, then approach this question with caution. If the organization is well known for being flexible, then you can indeed be more free with your answer.
"I have been trained to know that rules and policy are there for a reason. If I were not sure what to do or were asked to break or bend a rule, I would refer to my employee manual or ask a manager to assist."
"My current company is pretty strict with their policies, so I do not bend to make a customer happy, but I will escalate the issue to someone who has the seniority to decide that. I agree with your organization that it's important to offer some flex on policy, within reason of course."
"Policy and rules are not strictly enforced in my current company. It isn't for lack of caring but the opposite. Our CEO knows that if we needed to bend a rule, it was for a good reason. With that said, I am comfortable following your policies because they are more than reasonable."
"Marketing is all about ebb and flow, swaying, and flexing. I cannot work in an environment where consideration is not present in the changing or bending of a particular rule. So long as nobody gets hurt or the company isn't suffering, it's important to be flexible to meet the needs of a customer."
"In the store where I currently work there is no flexibility in the rules. If a customer is unhappy with the return policy, for instance, they have to go directly to corporate. There is nothing we are allowed to do at store level. Now, having zero regards for rules can be detrimental as well. I know that your company offers a great happy medium between the two which I certainly respect."
"I have been known to bend a rule or two, with the permission of my superiors of course. I believe it's important to cater to a client in every way possible, so long as it is not harmful to the company. Certain rules and deadlines do not necessarily work for some customers, as they do for others. I understand that your organization operates with a similar mentality."
"In the store where I currently work, there is very little flexibility when it comes to rules and policy. If a customer is unhappy with the return policy, for instance, they have to go directly to our corporate office. I do not have autonomy at the store level, which is something with which I disagree. Now, having zero regard for rules can be detrimental as well. I know that your company offers a great happy medium between the two, which I certainly respect. I will lead my team to make decisions that are best for the company and good for the customer at the same time."
"I've never broken the auditing or SOX compliance rules knowingly because that would threaten my license. When struggling with an audit, I've made safe compromises with a client. I had one client who was in trouble with the audit and I helped them process some exemption forms before handing the documentation to the external auditors. This allowed them time to get their documentation in line but didn't break any rules."