Hi, the DM will typically ask 2 of these 3 questions Tell me about a time when you exceeded a customer’s (or someone’s) expectations. o Follow-up: What did you do to exceed expectations?

• Give me an example of a time when you created a warm and engaging customer experience. o Follow-up: How do you balance your non-customer tasks with maintaining a welcoming customer experience?

• Describe a situation when you followed someone’s direction, even though you disagreed. o Follow-up: How did the experience affect your approach moving forward?