At Aetna, how will you connect with a customer you are working with virtually?
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.
"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."
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.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I have been working virtually for a long time and I think it's just as easy to get to know someone on the phone or chat. I can still ask about the weather there or their family, what they did last weekend, etc. I think when on a chat that punctuation can really add to a feeling you get when you read the message.
Kevin's Feedback
It sounds like you use thoughtful questions to get to know those you're working with. In conjunction with appropriate punctuation, consider talking about how using names to personalize communication, asking for feedback, or learning more about a customer's story helps you to connect.
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