I worked in several client-facing roles, but I have to say one of my favorite times working in a client-facing role was when I was working at sit-and-sit dog training. I was the front office assistant, so basically I was in charge of all the clients' grievances, making sure I escalated them to the correct person, and I was in charge of making sure that the equipment was bought and everything was secured, and I had to basically deal with anybody that came in with the complaint, and I had to be very kind, cool, and collected, and I had to leap to the situation. There was a time where a client drove to the wrong sit-and-sit location, and they drove all the way to Temecula, and we were located in Huntington Beach, and they had a flight to catch, and they were extremely upset, and they called in wanting to cancel their whole dog training package, and they were going to leave us a bad review. They were threatening, yelling at me, being a little bit disrespectful, and all I could do was just simply listen, empathize, apologize, and then I problem-solved. I escalated this situation to my boss at the time, and he ended up coming in. He was a little bit peeved, but after listening to him and just letting him talk it out, he was able to calm down, and he kind of understood the situation. He at first wanted to blame the front office that they didn't send them to the correct location, and we gave them the wrong address, and he wanted to point fingers, and it's completely understandable, but at the same time, he finally realized that it was just a mistake, and he felt listened to and heard because we took his inquiry quite seriously, and he ended up leaving his dog with us and leaving for his vacation and coming back and really enjoying and having a satisfactory customer experience.