How do you feel about saying 'no' to a customer with unreasonable requests?
"Naturally, I want to say yes as often as possible; however, I know that there are situations to keep in mind, such as safety, protocol, and in the event of a service station environment - even government policy. If the situation were serious or related to the safety of others, I would have no problem turning down a customer request. I would do so respectfully, of course."
In a customer service focused role, you have likely come across some pretty crazy requests from customers! The interviewer is interested in knowing where you draw the line when it comes to customer needs that you cannot deliver. Give an example of a time when you had to say no to a customer. Assure the interviewer that you are happy to accommodate anyone within reason!
"In retail, there will be customers who want you to deliver the impossible. I am down for a challenge; however, there are some things that I cannot do. I recently had a customer who wanted to go through our car wash with an exposed propane tank on the back of his truck. I refused to sell him a wash ticket, and he was furious. No matter what I did to reason with him, he did not seem to understand. Once I directed him to a hand was station down the street, he dropped the subject and left. I realize that I cannot make everyone happy, and I am okay with that, especially when it comes to the safety of others."
