Kaiser Permanente Customer Service Representative Mock Interview

Practice 20 Kaiser Permanente Customer Service Representative interview questions covering member inquiries, healthcare protocols, and empathy-driven support.

Question 10 of 20

Describe a situation where a customer reacted very negatively towards you in an interaction. How did you handle that situation?

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Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

At some point in your career in customer service, you've likely had a customer become negative, angry, or even hostile. With this question, your interviewer is looking to hear that you can handle this type of situation with ease. Let them know that despite the negative reaction, you took the necessary steps to turn a potentially bad situation into a positive outcome through a positive attitude and diligent effort. Everybody has bad days; what's important is the way you react to the problem.

Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

"There was a time that I had to refuse a customer's unreasonable request due to company policy. To appease the customer, I empathized with their situation and communicated a willingness to help them find an alternative."

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