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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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Judgment & ambiguity · When to escalate

A customer is demanding a full refund plus goodwill credit that sits well above your authorized limit, insisting a prior agent promised it — but there's no note in the account. Do you honor it, decline, or escalate, and at what point does it stop being your call?

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A customer is demanding a full refund plus goodwill credit that sits well above your authorized limit, insisting a prior agent promised it — but there's no note in the account. Do you honor it, decline, or escalate, and at what point does it stop being your call?

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