"In one of my earlier roles, I was a customer service manager for a SaaS startup. After I'd been with the company for several years, one day our customer database was breached by hackers. This was obviously a large problem for the company. While our tech department tried to determine what exactly had happened and how to fix the problem for the future, I was the person in charge of answering the phone when it rang. Customers called in and expressed a range of emotions from being upset to confused to simply curious. I had to adjust my tone and language depending on their emotions while making sure not to say anything that would legally jeopardize the company and also clearly explaining the steps we were taking to remedy the problem. Outside of customers, I heard from lawyers, media, and people who were just plain curious. Given the sensitivity of the topic, I had to tread lightly and carefully. In the end, I was able to effectively explain to our customers what we were doing to help protect them (credit monitoring, etc.), and the company was able to move on."