I had an inbound call center and I had to help a customer who was very upset and I helped with the language. He mentioned that he was on hold for almost 40 minutes and that he wanted to speak with the supervisor. I politely apologized and asked him if I could, and very sympathetic of course, if I was able to help him. I mentioned that I speak Spanish and I was able to help him with a good resolution because to me going an extra mile to help our customer is really one of the biggest contributions that I see that we can do for our customers or our clients. And then the resolution was very happy and I was able to help him, pretty much was a language barrier, that's the reason why he was on hold for 40 minutes, but I was able to help him because I do speak Spanish, so I was able to help him with resolving his speech issue and at the end he was very happy and I did not have to transfer the call to a supervisor, so that was a very good resolution for both of us, of course, especially for the client.