Describe a time when you showed compassion to a customer.
Why This Is Asked
This question is grounded in Optum's core value of Compassion, testing whether you naturally prioritize empathy in customer interactions.
General Approach
Use a specific story that highlights patience, emotional intelligence, and the ability to reduce a customer's distress.
Sample STAR Answer▾
Situation
In my previous BPO role handling a utilities account, an elderly customer called, confused and upset because she couldn't pay her bill online.
Task
I had to assist her while ensuring she felt supported and not embarrassed by her lack of tech skills.
Action
I patiently walked her through the payment portal using simple, non-technical language. I stayed on the line, offering encouragement each time she hesitated, and never rushed her. I also suggested setting up automatic payments to avoid future stress.
Result
She repeatedly thanked me, saying she felt heard and less alone. The call ended with her confidence restored, and she commended my patience.
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