HCSC Insurance Services Company Mock Interview
Prepare for 30 HCSC interview questions covering Blue Cross Blue Shield operations, member services, and healthcare regulations.
Question 22 of 30
How do you connect with a customer you are working with virtually?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
At HCSC Insurance Services Company, many of the roles involved customer service with people on a chat or via email. The interviewer wants to know if you can effectively resolve their questions while building a relationship.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Even if we are having a virtual conversation, I still try to be as personable as possible. I can typically see what area of the country the customer is, so I'll 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."
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I would connect with a customer who I am working with virtually by engaging in conversation about how they are doing. and connect with them on a personal level - if I know the area they are calling from- I can mention the weather and connect with a common interest, I think connecting with a common interest can gain trust and this allows the customer to feel comfortable to work with me.
Amanda's Feedback
These are all good strategies for connecting with customers in a virtual setting. If you use video capabilities in order to see one another, employ visual aids, or follow up via phone call or email to ensure understanding, you can also share that information to further illustrate your ability to thrive in a virtual service environment.
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