How to Answer: At Aetna, how will you connect with a customer you are working with virtually?
Advice and answer examples written specifically for an Aetna job interview.
32. At Aetna, how will you connect with a customer you are working with virtually?
Why the Interviewer Asks This Question
At Aetna, many roles involve customer service with people on the phone, in chat, or via email. Your interviewer needs to know if you can effectively resolve their questions while building a relationship and that you will have a plan for doing so if hired for this role.
Written by Ryan Brunner on July 6th, 2022
How to Answer
If you have direct experience working in a virtual environment and with colleagues, talk openly about that experience and the tools you used to build great relationships and work effectively. If you don't have experience in a virtual environment at this point in your career, that is okay. Explain that you have a plan for success in this environment at Aetna.
Written by Ryan Brunner on July 6th, 2022
Answer Example
"When I am having a virtual conversation with a client in my current role, I try to be as personable as possible. I can typically see what area of the country the customer is in, so I ask them about the weather or a sporting event in their town while resolving their question. My drop-off rate is pretty low, so I think this approach has worked well."
Written by Ryan Brunner on July 6th, 2022
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