2) Skill/competency being tested: Customer service (the ability to satisfy customers)

Our business exists thanks to the customers. We work with private and commercial clients, and customer service is an essential part of our day-to-day work. We always go above and beyond for our customers and try to respond positively to every request. However, we have certain work procedures in place to maintain a professional work environment, so there are some requests that we must decline. Tell us about a time when you had to deal with an unreasonable request from a client.

Why was this request unreasonable?

How did you respond?

What wad the clients reaction to your response?

How did you report the situation to your supervisor or a third party?

What would you do differently if faced with similar situation again?

Sample answer rating scale:

5 -

3 -

1 -