Have you ever bent company policy in the name of customer service?
Bending policy in the name of customer service may be an accepted practice, or not accepted at all, depending on the culture and mindset of the employing company. Often, organizations are okay with you bending the rules to keep a customer happy. You need to know your audience, though! If the hiring 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 open with your response.
"I believe that delivering VIP level customer service is all about policy ebb and flow. No customer is the same, and everyone has unique needs, which is why companies often need to consider changing or bending particular policies to ensure this VIP delivery. So long as safety is never compromised or the company's bottom line does not suffer, it's important to be flexible to meet the needs of a customer. One factor that attracted me to your organization was the flexible language offered to the customer. This flex allows your customers to feel that their business is appreciated, and they are safe to make purchases knowing that you care about their overall experience."
