Can you provide an example of a time you went above and beyond for a customer?

Sample answer to the question

One time, I had a customer who needed to get to the airport urgently because they were running late for their flight. I knew that traffic at that time of day would be heavy, so I took a different route that I knew would be faster. I communicated with the customer throughout the ride, keeping them updated on the estimated arrival time and assuring them that we would get there on time. We made it to the airport with just enough time for the customer to make it through security and board their flight. They were extremely grateful and left me a generous tip for going above and beyond to get them there on time.

A more solid answer

I recall a particular incident where a customer urgently needed to reach a hospital to visit a family member. Knowing that time was of the essence, I quickly assessed the best route to avoid traffic congestion and took the customer on a fast and efficient journey. Throughout the ride, I maintained open communication with the customer, assuring them that we were doing everything possible to get them to the hospital quickly and safely. Upon arrival, I even offered to wait to ensure that the customer's family member was settled before returning to the taxi. The customer expressed their gratitude for my prompt response, understanding, and exceptional service during a stressful time.

Why this is a more solid answer:

The solid answer provides additional details about the situation and demonstrates how the candidate's actions align with the skills and qualifications listed in the job description. However, it could still be improved by incorporating more specific examples of effective communication and flexibility with the schedule.

An exceptional answer

Let me share with you a memorable experience I had with a passenger who had forgotten their wallet at home and couldn't pay the fare. Instead of leaving them to sort out the predicament on their own, I empathized with their situation and offered a solution that would ensure their safety and convenience. I drove them to their destination free of charge, trusting that they would return with the payment. The passenger was immensely grateful for my understanding and kindness, and true to their word, they returned later that day to pay the fare in full, along with an extra amount as a token of their appreciation. This incident reinforced my belief in the importance of building trust and fostering positive relationships with customers, even in challenging circumstances.

Why this is an exceptional answer:

The exceptional answer goes beyond the job description by providing a unique and memorable example of going above and beyond for a customer. It showcases the candidate's empathy, problem-solving skills, and ability to build trust with customers. Additionally, it demonstrates the candidate's commitment to providing exceptional customer service.

How to prepare for this question

Reflect on past experiences where you went above and beyond for a customer. Think about situations where you solved a problem or provided exceptional service.
Consider how your actions align with the skills and qualifications listed in the job description, such as excellent navigational skills, effective communication, and customer service orientation.
Prepare specific examples that demonstrate your ability to be flexible with your schedule to accommodate customer needs.
Practice storytelling to effectively communicate your experience and engage the interviewer. Focus on providing details and emphasizing the positive outcome for the customer.

What interviewers are evaluating

Customer service orientation
Effective communication
Flexibility with schedule