Customer service isn’t only about fixing a customers’ problems – it’s a platform through which customers can express themselves and even give your company advice. While helping customers is a must, an agent who is willing to go the extra mile and help prevent these problems from happening in the first place takes the cake.

This question reveals whether your interviewee has the determination and communication skills it takes to make sure that problems get forwarded to the proper channels, and that systematic issues get geared towards permanent resolution.