What exactly are firms looking for in customer service questions

[Oliver Gilliland]

I came across this question

Please give an example of where you feel you have gone above and beyond the expected level of service with a customer or client? Or alternatively where you have received outstanding service. What makes you feel this was beyond the expected level? (300 words max)*

Im curious what the angle your supposed to go for when approaching this? Is it to exemplify customer service skills that translate into client interaction in a city firm? If so do you only mention things that would be relevant when dealing with a client at a law firm?

Moreover, even though not strictly asked for do you think we should explain why we went out of our way (motivations + values etc to delivering excellent customer service and benefits to business etc) rather than simply stating why it was beyond the expected level?

 

[Jaysen]

I came across this question

Please give an example of where you feel you have gone above and beyond the expected level of service with a customer or client? Or alternatively where you have received outstanding service. What makes you feel this was beyond the expected level? (300 words max)*

Im curious what the angle your supposed to go for when approaching this? Is it to exemplify customer service skills that translate into client interaction in a city firm? If so do you only mention things that would be relevant when dealing with a client at a law firm?

Moreover, even though not strictly asked for do you think we should explain why we went out of our way (motivations + values etc to delivering excellent customer service and benefits to business etc) rather than simply stating why it was beyond the expected level?

Yes -- as you know client service is crucial to the success of a law firm. The firm is looking to see how you have taken it seriously in the past (or been on the receiving end of it). They can also use it to evaluate your interpersonal skills/initiative etc.

But no, you don't need to only mention things relevant when dealing with a client.

You can definitely mention why you went out of your way if you think it benefits your answer. The why is more relevant here than for other competency questions. Just make sure you spend enough time describing what you specifically did that was above and beyond the expected service.