So it is: have you ever had to deny a customer's request, or put differently, tell me about a time when you had to say no to a customer?

This is a really good interview question because it's a great opportunity to highlight your judgment, your empathy, and creativity.

The hiring manager wants to assess your ability to navigate challenging situations as well as your problem-solving skills. So, one of the most common examples to use would be a customer requesting something that is outside of your company's policy or outside of your product offering.

And the trick with this question is to balance your obligations to the customer as well as what's feasible from the business perspective.

You want to show how you can be empathetic and professional in communications with the customer and at the same time highlight your creativity when it comes to problem-solving.

You never want to just say no to a customer.

You want to listen to them, work with them, and offer other solutions that can meet their guardrails you need to set. So here's an example answer.

In my previous role as a customer service representative at company XYZ, I encountered a customer who requested a full refund for a product they had purchased four months ago.

The customer claimed that they had never used the product and only realized recently that it didn't meet their needs.

But our company's refund policy only allows for returns within 30 days of purchase, which meant that the customer's request fell outside of our policy guidelines. So, I listened carefully to the customer's explanation and empathized with their situation.

I explained our 30-day refund policy and the reasons behind it.

And while I couldn't make an exception on the refund policy, I did create a unique promotion code, which I provided to the customer for any future purchases over the next year.

I would say that the customer was initially disappointed that I couldn't resolve their situation, but they appreciated the promotion code, and the exchange concluded in a friendly manner.

And I learned that it's important to be honest and straightforward when you're communicating negative information or having a difficult conversation.

And wherever possible, try to think outside of the box and provide an alternative solution so you're not just saying no.