The toughest customer I ever had to deal with was a mom who, unfortunately, her son passed away in an auto accident. That was the insurance company's driver's fault that I worked with. I had to get some vital information from her regarding the situation, which was never difficult because it forces that individual to relive one of the most difficult days of their lives. It was a lot of reassurance, a lot of understanding. There were moments of allowing them to vent, even to complain. Taking on the responsibility of the insurance company at fault itself is also important, but also not taking it personally. It took a little bit of time, but by the end of the phone call, we got all the information we needed. She thanked me for my time. We both apologized to each other. My side for the inconvenience of everything and the loss of her child. She was very thrilled that she got to talk to me and ask that any further questions she may have, she comes directly through me, which was the case because I owned the file for that particular individual. I made sure she was always a priority when she called in, returned, and voicemails things pretty promptly and quickly for her. It made me happy knowing I was helping somebody, even if they weren't directly helping me.