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Aetna Mock Interview

Question 4 of 35 for our Aetna Mock Interview

Aetna was updated by on July 6th, 2022. Learn more here.

Question 4 of 35

At Aetna, we want a world class call center where each team member is empowered to give feedback to others. Tell me about a time you gave feedback to a colleague.

"I heard my colleague on the phone, and she was struggling from the very beginning. I could hear the agitation in her voice after 30 seconds into this call. I couldn't hear what the caller said, but I could hear her frustration. After the call ended, I asked her what happened. She said the caller was rude and very upset, and she felt hurt about what he was saying. I talked with her about some ways to handle upset customers and about listening and staying calm. She said she knew that, but I told her that frustration was very apparent. She seemed a little off-put for a few days, but later in the week, she thanked me for being honest with her."

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How to Answer: At Aetna, we want a world class call center where each team member is empowered to give feedback to others. Tell me about a time you gave feedback to a colleague.

Advice and answer examples written specifically for an Aetna job interview.

  • 4. At Aetna, we want a world class call center where each team member is empowered to give feedback to others. Tell me about a time you gave feedback to a colleague.

      Why the Interviewer Asks This Question

      A true team effort is required at Aetna, and part of a strong team effort includes providing feedback to your colleagues. Your interviewer wants to ensure you are comfortable giving feedback to others, even if you aren't a supervisor.

      Written by Ryan Brunner on July 6th, 2022

      How to Answer

      Demonstrate that you are confident in delivering a feedback message to others by talking about a time you did just this. Talk about the issue you noticed that required feedback and how you delivered it respectfully and encouragingly.

      Written by Ryan Brunner on July 6th, 2022

      1st Answer Example

      "I heard my colleague on the phone, and she was struggling from the very beginning. I could hear the agitation in her voice after 30 seconds into this call. I couldn't hear what the caller said, but I could hear her frustration. After the call ended, I asked her what happened. She said the caller was rude and very upset, and she felt hurt about what he was saying. I talked with her about some ways to handle upset customers and about listening and staying calm. She said she knew that, but I told her that frustration was very apparent. She seemed a little off-put for a few days, but later in the week, she thanked me for being honest with her."

      Written by Ryan Brunner on July 6th, 2022

      2nd Answer Example

      "We were listening to some calls as a group to learn from each other. I noticed that people have a hard time speaking up when we are in these situations, but I try to find one positive and negative thing to say about each call and the way the representative handled it. I'm not afraid to voice my opinion, and I know it will help not only the rep who dealt with that caller but the whole team."

      Written by Ryan Brunner on July 6th, 2022

      Anonymous Interview Answers with Professional Feedback

      Anonymous Answer

      "I had to talk with a fellow QA one time. We had been on a call together and she sounded so disinterested I felt like everyone must hear it. I considered her a friend too so I did pull her aside and let her know how she sounded. She said she had some other things going on and she didn't realize. She was really glad I had brought it up and she was going to call our manager and explain to her what the situation was."

      Amanda's Feedback

      Terrific! You've done a great job showing how you noticed the issue, took the initiative to approach her discreetly, and empowered her to make a positive change.

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