I had a customer call in, extremely upset because the last customer service representative literally told him that she could not help him and ended up hanging up on him. I could tell that he was already upset even before the incident occurred. I apologized for the incident that occurred and told him that I would not hang up on him and I would listen to him, which I did. I listened to him and made sure that I understood what he needed and wanted. I was able to resolve the issue at the end after understanding his concern. I also ended up getting a sale out of it because I ended up listening. He needed a part, he didn't know the part number, he didn't have the model, I figured it out with technical support that, you know, I said, I'm going to put you in a hold, not hang up on you, just hold, let me write down your number just in case we get disconnected. So that made him feel better. After everything, after I helped him out, he was very, very thankful for my help. He ended up asking for my personal extension so I could help him out in the future because he felt like I did listen to him and that he's like, he was saying, I'm going to leave Makita because customer service, but you changed my mind. You're very helpful, understanding, and you resolved exactly what I needed to be resolved. So this is how I won him over back to Makita.