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 14 of 20

If a customer demands to speak to a manager, what do you do?

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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.

A widespread occurrence in the customer service world is a customer demanding to speak to a manager when the answer they've received isn't satisfying. In the healthcare world, this is no different at Kaiser Permanente. In the end, your manager's time shouldn't be wasted with petty concerns, so make sure you've done everything on your level before you would escalate a situation to your manager.

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.

"Before forwarding any concerns to management, I'd make sure first that I did my best to solve the issue on my level. I would clearly explain relevant policies and procedures to the customer in a clear and friendly manner. I'd apologize to the customer if they were not satisfied before escalating the situation to my boss."

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