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Interviewers ask this kind of question to surface how you think, not what you remember. The strongest answers are specific, calmly told, and end on what changed.
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Ethics & accountability · Accountability without blame
A front-line service rep followed a badly written policy and denied a legitimate refund, and now the customer is furious online. Your team wants to write the rep up. How do you hold people accountable without scapegoating the person who followed the rules?
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