I remember one of my most recent interactions with a potential client who called in very, very upset about their interactions with another representative, and this is to do with Medicare Advantage plans, and the first thing that I did was just remaining calm and listening to what she had to say even taking a few notes because it was a phone conversation. So actively listening to her and then validating her feelings and telling her I was sorry that she had gone through that. Genuine apologies really go a long way, and then what I did was I offered to help her resolve her issue and really listen to what she was looking for and wanted, building rapport and trust with her by just validating her feelings, and I was able to by the time it was all over to get her enrolled in a plan that suited her needs, but again just staying calm, actively listening, validating feelings, and having a positive response and offering a solutions, several solutions, and then helping her with what she really needed because I could see what she was looking for.