"Having been in the auto insurance adjustment field for many years, I have worked with many upset customers over time and feel I have a very good approach in working with them. Following an accident, customers often have irrational expectations for how claims should get paid that don't follow their plan. To help clear up this information for the customer from the start, I take the time to explain what their policy entails and how the claims process works. If clients still remain upset, I listen to their concerns and do my best to alleviate those concerns. This approach worked really well recently with a father whose daughter was in a collision with a deer. I explained the comprehensive coverage section of the policy and that he had opted for a higher deductible for that coverage. While he didn't understand how that worked, I took the time to explain how I would assess the damage and coordinate repair with his body shop of choice while he would hold responsibility for his deductible. This conversation helped put him at ease."