"As a Telecommunications Specialist, I'm often called out to assist customers who are frustrated, disappointed, or angry due to equipment failure. In these situations, I always listen first, then validate the customer's feelings before jumping to solutions. Technical disruptions can be frustrating, and I want them to know I am on their side. Once the customer feels heard, I then begin troubleshooting the issue and working to resolve it. I won't leave a service call until I know the customer is delighted."

"Challenging customers are present in any industry, and I have experienced a wide range of them in my career so far. I find that upset customers feel like their problems are not being heard. By offering an empathetic ear to their situation, I can usually diffuse the situation immediately. I will ask them what they feel a suitable solution is and then provide that solution or as close to it as possible. I believe this philosophy fits well with Verizon's approach to business."