Tell me about a scenario where you have delivered over and above customer expectations

In this question, the interviewer is wanting to ascertain whether you can go the so-called 'extra mile' for customers and clients. In other words, how do you ensure the service you offer isn't just acceptable, but exceptional? This is commonly seen in roles where customer or client interaction is a key part of the job. So, when answering, you need to demonstrate not only your commitment to customer service but also your ability to exceed expectations even in challenging circumstances. This could be by showcasing how you turned negative customer experiences into positive ones, or instances where you went over and above your normal responsibilities to ensure customer satisfaction.

Remember, it's important to:

• Give a specific instance or example, not a generic or vague response
• Briefly detail the situation or context
• Describe the action you took to exceed the customer expectations
• Highlight the result or positive outcome that came from it

In my position as a hotel manager, I recall an issue where a guest had booked a standard room but it was unfortunately made unavailable due to an unexpected maintenance problem. Understanding how the problem could negatively impact the guest's overall experience, I immediately upgraded them to a suite at no extra charge. I also personally went to their room to apologize and assure them that we would do everything possible to ensure a comfortable stay. The guest was extremely appreciative of our customer-centric response, and not only extended their stay with us, but also gave a stellar review online and promised to recommend us to their friends and colleagues. This experience taught me the value of stepping up whenever challenges arise to exceed customer expectations, and it's an approach I've continued to implement.

In my role as a Customer Service Representative for a product-focused tech firm, I was interacting with a customer over our chat system. The customer was frustrated as our product was not working as expected and they had an important presentation due early next morning. Recognizing the urgency, I logged a high priority ticket for the issue. But what I thought could make a difference was, beyond my normal working hours, I personally called the customer, walked them through alternative ways to achieve what they needed using our software. I stayed on call until they felt comfortable with the solution. The customer was able to do their presentation successfully and later shared a highly positive feedback for the support they received. It was a small extra step from my end but it made a big impact on the customer's experience with us.