Customer Service Mock Interview
Master 25 Customer Service interview questions covering conflict resolution, empathy, and problem-solving under pressure.
Question 9 of 25
Have you ever broken company rules to make a customer happy?
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Example Answer
Admin
Manager
Marketing
Retail
Sales
Community Answers
Ryan Brown created and launched MockQuestions in 2008.
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.
Ryan Brown created and launched MockQuestions in 2008.
"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."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"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."
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Anonymous Answer
I have not broken company rules to make a customer happy. But I have gone to my supervisor to request an exception. A student once said they were not happy with a workshop they purchased and wanted a refund. When signing up for the workshop, it did state no refunds. But the student was so unhappy with the workshop I offered to contact the Dean to see if there was a possibility of a refund. I indicated to the student this is not a guarantee, but I could advocate how disappointed you were with the workshop. The Dean did issue a one-time refund to the student.
Marcie's Feedback
Excellent response! Not only does your example prove that you'll go above and beyond to make a customer happy, but it also shows that you won't flout company rules. You struck the perfect balance here with your answer. Great job!
Anonymous Answer
No; I follow company guidelines because they were put in place for a reason. If I feel that a situation warrants special handling, then I reach out to management for authorization.
Amanda's Feedback
Good answer! You've recognized that while there may be special circumstances that warrant an exception, you comply with organizational guidelines and protocols throughout the decision-making process.
Anonymous Answer
No; I follow company protocols because they were put in place for a reason. If I feel that a situation warrants special handling, I reach out to management for authorization. For instance, in my UAE exchange role, when customers come with a big amount of money to exchange, they often ask for good rates and I was not in the authority to approve that. So I reach out to my manager to ask if he could give better rates that I could offer to get the business for the branch.
Amanda's Feedback
This is an appropriate answer. Your answer communicates that you understand that while there may be special circumstances that warrant an exception, you comply with organizational guidelines and protocols to support your decision-making. You've also provided a workplace example that highlights your willingness to go above and beyond to help customers by reaching out to a manager to see if better rates are available when it isn't in your power to grant a customer request.
Anonymous Answer
No, I haven't. The main reason is my current industry is highly strict. Some customers lack immigration or visa documents because of their own reasons. They would ask me during the consultation if I could cheat, such as by providing fake transcripts. In this case, I will tell them that our company does not accept any false materials, and remind them that any false materials will be severely punished by law.
Amanda's Feedback
While customer service often means going above and beyond to ensure client satisfaction, it's important to know where to draw the line. Your response shows that you know that there are lines that cannot be crossed. Consider enhancing this response further by sharing that while you adhere to all applicable regulations, you do all you can to ensure clients are satisfied by empathizing with their concerns, answering questions, or resolving issues.
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