One time, I was assisting a customer with installing TurboTax. It was some kind of an issue they were having with the TurboTax software, and I could tell from the call that they kind of weren't tech-savvy, so I decided to tell them that there was nothing that we can do to help. I went on to Apple's website, and I sent them an email on how to update the Apple software and also how to update TurboTax, and I left a note on their account. It was one of the situations in which I wasn't able to completely assist the customer, but they called in angry, and even though I wasn't able to assist them, I handled the call so well, they left the call happy and telling me to have a good day as well.