How to Answer: How do you connect with a customer you are working with virtually?
Advice and answer examples written specifically for a HCSC Insurance Services Company job interview.
22. How do you connect with a customer you are working with virtually?
How to Answer
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.
Answer Example
"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."
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
"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.