Tell me about a time when you went above and beyond for customer service.
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.
"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."
"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."
"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."
"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."
"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."
"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."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous 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
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."
Anonymous 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
This example shows a lot of engagement in the workplace as well as care for others. Your story is memorable and well delivered!
Anonymous 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
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.
Anonymous Answer
During my current job, one of my clients applied first-time study permit for Canada last year. And I know he would arrive in Toronto in two weeks. So, I provided him with airport pick-up services for a low price, which is not part of my job duty. Because it was Covid time, I also prepared PPE for him. Through these services, this client became close to me. He referred me to his other friends and then I have more clients from him.
Amanda's Feedback
This is a solid response because it highlights your ability to think and plan ahead, consider your client's needs, and then do more than is expected to ensure the customer is taken care of. I also appreciate that you talk about the positive outcome of your actions, by sharing that it resulted in multiple referrals.
Anonymous Answer
I often look for opportunities to go over and above when it comes to customer service.
I recognise how important it is to provide excellent customer service to library user service. I
always greet people with a smile, being attentive to their needs, proactively try to
help (for example when they seem to struggle to find something), and politely help with each request. understand the importance of excellent customer service, looking for books, or need to use materials for college essays then I would make sure I
understood what they were looking for. I would answer questions from library users in the
library, on the telephone, and from emails. I would help the library!
Jaymie's Feedback
These are great ways to provide excellent customer service in the workplace!
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