NARRATOR: Joe is a good guy.
He has a family, two kids.
He likes to go hiking and coaches
Little League on the weekends.
Joe is usually a happy, nice, friendly guy.
But today, Joe isn't happy.
He just found out his insurance claim
didn't get accepted right away.
So he calls customer support at Insurance Co.
to find out what happened.
He's angry and upset.
He's not his usual self on the call.
Sam is a valuable customer support specialist
at Insurance Co.
She listens to Joe's complaint and is
thoughtful and respectful in her response.
SAM: I'm so sorry to hear that.
That must be really frustrating.
Let's see what happened, and how we
might get this problem fixed.
NARRATOR: See, Sam knows that Joe
is no doubt a really nice guy, and that he
isn't angry with her.
He's angry at his situation.
Sam wants to help Joe, and she addresses
Joe's problem with empathy, active listening,
and clear communication.
As a result, by the end of the call, Joe is no longer upset.
He calms down and returns to his usual happy self.