GEICO Mock Interview
Practice 40 GEICO interview questions covering sales, customer service, and insurance knowledge.
Question 36 of 40
Describe a time you had to deal with a client who was upset about their rates going up and how you handled it.
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"I was on the phone with an unhappy customer once who was incensed that their car insurance rates had gone up. As soon as I took the call, they were quite aggressive. I realized they weren't adept at non-defensive communication. So I took notes, distilling facts from their emotional output. Once I had a clear and objective lens of the situation, I could aptly and calmly mirror their grievance back to them in a more impartial way. Once they affirmed my understanding of their situation was correct, I explained that their teenager had accumulated several red light tickets, which they weren't aware of. From there, I empathized with them and calmed them down. I maintained a calm, patient approach, and the call ended amenably."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
When an interviewer asks how you approach conflict, focus your example on the situation and never on any one person as the source of the conflict. Take a thoughtful approach by suggesting you listen, empathize, and offer your help in any way you can. Showcase your interpersonal skills and your approach to different personality types. Not everyone will be receptive to hearing things from your perspective, especially when they're there to critique or have a defensive bias against you. Focus your answer on the common hurdles you've faced and how you relate to and establish relationships with your customers. Detail the methods you employ upon entry and how you navigate each situation on an interpersonal level.
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