Insurance Assistant Mock Interview
Excel in your Insurance Assistant interview with 32 questions covering policy processing, client service, and claims support.
Question 10 of 32
Customers can have a nasty attitude for no reason. What techniques do you employ to calm customers down when they are irritated?
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Emily McMannes is an organizational leader with 20 years' experience interviewing and hiring a variety of candidates in both a global organization (AstraZeneca) and a university environment (Texas A&M University).
The interviewer wants to know that you can remain calm with irritated or annoyed customers. An Insurance Assistant is predominately a customer service role, and the nature of the business means you will be handling customers who may be in a bad situation and already upset.
Emily McMannes is an organizational leader with 20 years' experience interviewing and hiring a variety of candidates in both a global organization (AstraZeneca) and a university environment (Texas A&M University).
Focus on your professionalism and kindness. The interviewer wants to know you can avoid making the customer more upset and calm them enough to get help. This could mean assuring the customer that you understand their concerns and acknowledging you will do everything you can to help them find a solution to their problem.
Emily McMannes is an organizational leader with 20 years' experience interviewing and hiring a variety of candidates in both a global organization (AstraZeneca) and a university environment (Texas A&M University).
Avoid being flustered by this question! Have a calm and rational explanation of how you would handle the situation.
Emily McMannes is an organizational leader with 20 years' experience interviewing and hiring a variety of candidates in both a global organization (AstraZeneca) and a university environment (Texas A&M University).
"I would tell them that I was so sorry to hear that they were experiencing difficulty. I would ask them to please let me look up their account so that I could figure out a solution and proceed accordingly. If I could not help, I would assure the customer that I would find the answer for them or find the appropriate person as quickly as I could. If in-person, I would offer them a place to sit and a bottle of water or coffee while I went to find their Agent."
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