Hi this is Faith again. A situation I had at work is one time I had a customer that needed a credit and they were having a really hard time with a product they had and the last couple of people they spoke to couldn't handle the situation so when she called back she got me and I was very eager to help make sure that she got off the phone feeling good about her situation, her product and her experience with the company. I made sure I listened very well to what the problem was and also made sure that the situation was handled and they were very happy about it. It's very important to listen to the customers needs and their wants so that you know you leave a good impression of the company for one thing and make them want to come back and do business again. Thank you.