When I first started my career with DTEK and the contract Kaiser Permanente, I was fairly new to a whole environment of call center and inbound calls, as well as outbound calls in the off season. One of the challenges that I faced at the beginning was setting the expectations with the customers, especially when you start asking so many questions to them and you didn't set those expectations. The customers tend to get a little bit on the angry side, and I was having some difficulties finishing my interactions with customers as well as completing a full application. When I realized that this was happening, as well as my manager realized that that was happening, we set up a plan where I could role play with her to see what was the missing opportunities that I was having. And I quickly realized that it was setting expectations with the customers. Once I learned the best tips and ways to overcome and handle expectations with every call that I was taking, I immediately saw an improvement on my calls, as well as the flow and the chats with the customers, since it made it way easier to continue and finish an application, as well as providing the best solutions to them, since they were listening to me, since they already knew what to expect from the entire call.