While dealing with a difficult customer inquiry can be challenging, it's always best to stay calm and composed when a customer is upset or frustrated. I actively listen to what a customer has to say and empathize with them to help them find the right solution. For example, at my last insurance job, I received a complaint about a surcharge on a customer's policy. The customer had received a speeding ticket and had paid it off, but they still had that surcharge. I explained that the speeding citation was the reason for the surcharge and that it would stay on the policy for up to two years. I also mentioned that by maintaining a good driving record, the surcharge would be reduced after a year and completely drop off the policy in two years. I also offered some tips on how to maintain a good driving record and take advantage of possible policy discounts in the future.