SituationalProblem Solving

Can you describe a time when you had to handle a customer issue where no clear policy existed? How did you make your decision, and what was the outcome?

Customer Service RepresentativeCustomer Experience Lead

Palantir Technologies

Netflix

Domo

Amadeus

Instabase

KnowBe4

Did you come across this question in an interview?

  • Can you describe a time when you had to handle a customer issue where no clear policy existed? How did you make your decision, and what was the outcome?
  • Imagine a customer reaches out with a unique problem that isn’t covered by company policies. How would you decide the best course of action?
  • Have you ever dealt with a customer scenario that wasn’t covered by company guidelines? How did you resolve it?
  • How do you handle situations where company policies don’t provide clear guidance for resolving a customer issue?
  • Have you ever had to make a judgment call with a customer because there wasn’t a set policy? How did you figure it out?
  • Can you think of a time when you had to wing it with a customer because there was no specific rule to follow? What did you do?
  • What’s a situation where you had to make a tough decision for a customer because there wasn’t a clear guideline to follow?
  • Ever been in a spot where you had to handle a customer issue without a rulebook? How did you decide what to do?
  • What do you do when there’s no policy to guide you in solving a customer’s problem?
  • Let’s say you’re faced with a customer situation where there’s no existing protocol to follow. How would you approach making a decision?
  • Can you tell me about a situation with a customer when there wasn’t a clear policy to use and you needed to make a judgment call? How did you approach your decision, and what happened?
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Interview question asked to Customer Experience Leads and Customer Service Representatives interviewing at Slice, Rapyd, Acko and others: Can you describe a time when you had to handle a customer issue where no clear policy existed? How did you make your decision, and what was the outcome?.