Customer Service Mock Interview

To help you prepare for your next job interview, here are 25 interview questions focused on your customer service skills.

Customer Service was written by and updated on August 17th, 2018. Learn more here.

Question 9 of 25

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

Next Question  

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

  1. 9.

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

      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.

      Rachelle's Answer

      "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."

      Rachelle's Answer for an Admin Interview

      "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."

      Rachelle's Answer for a Manager Interview

      "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."

      Rachelle's Answer for a Marketing Interview

      "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."

      Rachelle's Answer for a Retail Interview

      "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."

      Rachelle's Answer for a Sales Interview

      "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."

      3 Community Answers

      Anonymous interview answers with our interview experts feedback

      Anonymous Interview Answer

      "A student required assistant in submitting her thesis onto Turnitin as it would not upload into the system. As I was very busy, I asked her to see me after 4.30 pm, when I finish work, to help her upload the thesis. I am fully committed to providing first-class customer service to all internal and external stakeholders regardless of when the assistant is required."

      Rachelle's Feedback for the Answer Above

      This is a wonderful example of going above and beyond to help someone out. Be sure to include the result in your answer as well :) I have provided an example below, using the STAR framework (Situation, Task, Action, Result).

      "(Situation) When I was working at ___, a student required assistance in submitting her thesis onto Turnitin, as it would not upload into the system. (Task) Her thesis was due (give a timeframe), so I knew there was some urgency. (Action) As I was very busy, I asked her to come and see me after 4:30 pm, when I finished work. This way, I could help her after hours to upload the thesis. (Result) As a result, we were able to troubleshoot her issue with Turnitin, and she was able to submit her thesis on time. I am fully committed to providing first-class customer service to all internal and external stakeholders regardless of when the assistance is required."

      How would you rate Rachelle's Feedback?

      Anonymous Interview Answer

      "When I was working as a Teller at a bank we had a customer come through the drive-through to get cash out of his account. The customer, unfortunately, did not have his wallet on him meaning he didn't have his debit card or driver's license. Since I was not able to verify his identity I could not access his account to take cash out. The customer was frustrated but understanding. I was able to tell him about mobile banking as he did have his smartphone with him. He was happy to learn about the feature. Since it was a slow time at work and there were enough tellers I was able to step away with the customer to the atm and physically walk him through how to use the cardless atm feature on his phone. in the end, he was very happy to learn how to use the new service and he'll be able to use it in the feature."

      Cindy's Feedback for the Answer Above

      This is a wonderful example, and truly above and beyond. It also reflects your adherence to important policies, which will be meaningful to the interviewer. Good work.

      How would you rate Cindy's Feedback?

      Anonymous Interview Answer

      "When I was working at ______, every week, a group of teachers, guardians or parents used to bring kids with special needs to teach them cash transactions. Though sometimes the lines were long or I was at the end of the shift, I always took time to ensure the kids had a pleasant experience. I used to try to strike a conversation with the kids to make them feel comfortable and give them ample time to finish the transaction without feeling rushed. After a couple of times, the kids felt more comfortable coming through my lines, and the parents were appreciative of my patience. Having said that, if the next customer has been waiting a long time, I do apologize for the delay."

      Rachelle's Feedback for the Answer Above

      This example shows a lot of engagement in the workplace as well as care for others. Your story is memorable and well delivered!

      How would you rate Rachelle's Feedback?