BehavioralSituational

Have you ever had to make a judgment call outside of company policy to help a customer? What were the results of that decision?

Customer Service RepresentativeCustomer Experience Lead

Microsoft

Uber

Spotify

Instacart

Pipedrive

Walt Disney

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Answers

Anonymous

3.8Strong
one of my values it empathy and I prioritize undersaidng the customer's challenges and POV to make sure there's trust and meaningful impact. At my las company, one of our strategic clients needed a data load outside of the SLA and on a weekend. They needed it to have the data for their end of fiscal year meeting with their suppliers on Monday. I assessed the situation and understood the impact this would have on the business and that the product will do what its supposed to and that is to help them with their sales. I drafted a business case for my lead and the product team highlighting the benefits this could have and that it would require minimal effort on our end and that I would work on the weekend as well to monitor the data load with the engineers.Once I got the approval, I communicated it to the client and made it clear that we are invested in their success but this was a one time exception. On Monday the customer had their latest sales and was ready for the meeting, they were very appreciative and in fact it lead to the us adding another logo by one of their suppliers attending who wasn't on the platform but was able to see the power of the data. Our relationship strengthen and trust was build. 
  • Have you ever had to make a judgment call outside of company policy to help a customer? What were the results of that decision?
  • Have you ever made an exception to company policy for a customer? What was the situation, and what was the final outcome?
  • If a situation arises where bending the rules is necessary to satisfy a customer’s needs, how would you proceed and what outcome would you expect?
  • If you were faced with a situation where bending the rules would help a customer, how would you approach it, and what would the result be?
  • What’s a time you’ve broken the rules to help a customer? How did it work out in the end?
  • Have you ever bent the rules to make a customer happy? How did it turn out?
  • Can you think of a time when you made an exception for a customer? What was the outcome?
  • Have you ever taken actions outside of established procedures to help a customer? How did it affect the situation?
  • Suppose a customer asks for something that’s not typically allowed. How would you handle it, and what do you think the outcome would be?
  • Have you ever bent the rules in assisting a customer? Tell me about the situation and the outcome.
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Interview question asked to Customer Service Representatives and Customer Experience Leads interviewing at PagerDuty, Waymo, ArgoAI and others: Have you ever had to make a judgment call outside of company policy to help a customer? What were the results of that decision?.