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Tell me about a time when you went above and beyond for customer service.

13 Answer Examples

By: Rachelle Enns

How to Answer

The interviewer is looking for a specific answer that showcases your ability to deliver excellent customer service. You need to go beyond 'service with a smile' when answering this question. Make your reply memorable! This question offers you an excellent opportunity to be a stand-out candidate.

Professional Answer Examples
General
Answer example

"I often look for opportunities to go over and above when it comes to customer service. One memorable time was when a senior woman was struggling to get her groceries into her car. I was on break but saw her through the window. I ran out and greeted her, asking if I could assist. She was so thankful that she ended up calling my manager that day to compliment my kindness."

Admin
Answer example

"I used to work the front desk in a hotel where we were given a budget specifically to use for making a customers' experience better. I recall one couple in specific who left their phone and laptop chargers in the room after they checked out. I same-day couriered the items to them with a friendly note. It felt great to deliver that added touch."

Manager
Answer example

"Everyone likes options, and after receiving consistent feedback from my customers that they felt limited when they had to choose our service packages, I decided to take the concern up with our corporate head office. Before doing so, I polled my clients to find out exactly what they wanted to see from our service menu. I made a compelling presentation to my senior leadership, and our company ended up agreeing to add these service options. We will be rolling out the first round of changes next month. It is important to listen to your customers and deliver what they ask."

Marketing
Answer example

"Many of our customers do not understand social media fully, which is why they come to us. I recently launched a private YouTube channel with video tutorials and how-tos. I sent the login information to all of our clients so that they could access the information on-demand. This effort saves them a phone call and email and also ensures that the information they need is at their fingertips, no matter the time of day or night. The response has been incredibly positive."

Retail
Answer example

"Customer inquiries come through my desk at a rapid rate whether it be through email, voicemail, or social media. I make it my aim to never leave for the day until every inquiry has a response. This commitment may mean staying late an extra hour sometimes, but my valued customers are worth the added effort."

Sales
Answer example

"When I worked in drillbit sales, I had a client with a drilling rig about one hour out of town from us. They were drilling incredibly challenging ground when they pushed the bit too far and destroyed the bit. My cell phone rang at 3 AM, and it was the driller, in a panic. I hopped out of bed and drove them the extra bit that they needed to keep operating smoothly. That particular account ended up being my biggest account to date, because of my willingness to go over and above."

Home Health Aide
Answer example

"I had a patient last year who had an accidental fall when she was home alone. She ended up being hospitalized for a few weeks because of a broken hip. I took time after work to visit her a couple of times per week. She really appreciated the gesture, as did her family."

Landscape Architect
Answer example

"I am particularly proud of the time I (X project you are the most proud of). I went above and beyond because the client's satisfaction mattered to me and my employer, and (X other reasons why you went above and beyond). The client was so satisfied by the high level of commitment and quality of my work that he hired our company for all of his upcoming projects."

Landscaping
Answer example

"When I worked at a cafe, I made sure that I had a great attitude at all times. I was friendly with every customer. I had a customer come in feeling very stressed and rushed. I moved as quickly as I could to fill his order and asked questions to make sure I was giving him exactly what he wanted. He was so impressed with my attitude that he smiled and relaxed when I gave him his sandwich. I told him I could tell he was stressed and if there was anything else I could do to please let me know. He asked for a coffee, and I responded right away. He gave me a big tip and continued to come back and see me every week!"

Animal Shelter Worker
Answer example

"I love to impress my employer. I currently work at a pet store and will often stay late to help out a customer who arrives just as the doors are closing. I get to know our regular customers, and even remember the names of their pets! It keeps customers coming back when they feel like they are part of a community."

Veterinarian School
Answer example

"While at my previous company we had redundancies in the middle of an already understaffed project. The 5-person team I was in was demoralized and also needed to absorb the additional work from the departed staff. I took everyone on the team out for coffee individually. These one-on-one meetings were an opportunity to vent, but also created space for employees to share pain points. I shared all the potential roadblocks in a follow-up team meeting, and we brainstormed solutions together, including adjusting the timeline slightly. Because the team felt that their frustrations were acknowledged, there was no simmering resentment holding people back. Instead, the team felt enthusiastic and unified in a common goal. "

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Written by:

Ryan Brown
Ryan Brown, is the creator of MockQuestions. He has over ten years experience creating interview questions. His website has helped over 10 million job seekers in their interview preparation.
Rachelle Enns
Rachelle Enns is an executive head-hunter and job search expert. Utilized by top executives from Fortune 100 & 500 companies like Fitbit, Microsoft, General Electric, Nestle, and more, she helps professionals position themselves in a competitive marketplace. Rachelle founded Renovate My Resume, a company that focuses on helping job seekers get their edge back. Renovate My Resume creates stand-out resumes, cover letters, LinkedIn profiles and professional summaries for new grads, all the way to corporate executives. Rachelle spends much of her time training career coaches, recruiters, and resume writers. She also holds interview workshops for students and interns, globally. For great tips and tricks, follow Rachelle on Instagram @_rachelle_e or @renovatemyresume.
First written on: 03/29/2018
Last modified on: 11/17/2018

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