When answering this question, it's important to demonstrate your ability to stay calm, empathetic, and solution-oriented. Start by acknowledging the client's concerns and showing empathy for their situation. Explain the steps you take to understand the issue fully, such as actively listening and asking clarifying questions. Then, describe how you work towards a resolution, whether it's by offering alternatives, escalating the issue to a higher authority, or providing a clear explanation of the policy. Use a specific example from your past experience to illustrate your approach. For instance, you might say:
"In my previous role, I had a client who was upset about a denied claim. I listened to their concerns without interrupting, acknowledged their frustration, and reviewed their policy details with them. I explained why the claim was denied and offered to assist them in finding alternative solutions. By the end of the conversation, the client felt heard and appreciated the effort to help them understand their options."
Stand out from the crowd with video applications! Make your video applications in minutes and show the real you.