Describe a tough customer that I won over, I was in a medical office. I was a receptionist. She had come in when I was gone, when I was at lunch, when another lady was sitting there. And then I finally did come back, the lady came back in and said the lady that was sitting there previous to me had been very mean to her and said some things that weren't very nice and I just asked her if she wanted to speak to the supervisor and would that help. And she said, yeah, so I got the supervisor. She did speak to her. She did come back in to tell me, thank you, that everything worked out well. She felt a lot better and she got everything straightened out and it was a very good idea to let her talk to the supervisor.