Tell me about a time you went above and beyond for a customer.

Situation

While working as a customer service rep for a food delivery app, an elderly customer called because his order was marked delivered but he hadn't received it. The rider wasn't answering. The customer was diabetic and needed his meal.

Task

I had to resolve the missing order and address the immediate health concern.

Action

First, I processed a full refund and placed a new priority order for him with a different restaurant to get food faster. I contacted the delivery supervisor to ensure the new rider waited and confirmed handoff. I then stayed on the line with the customer for 15 minutes chatting to keep him calm until the food arrived. I also gave him my direct line extension and followed up the next day to check on him.

Result

The customer was so grateful he wrote a commendation email to my manager. My team leader used that call as a training example of empathy and proactive service. The customer became a regular user of the app.