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NARRATOR: Joe is a good guy.

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He has a family, two kids.

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He likes to go
hiking and coaches

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Little League on the weekends.

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Joe is usually a happy,
nice, friendly guy.

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But today, Joe isn't happy.

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He just found out
his insurance claim

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didn't get accepted right away.

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So he calls customer
support at Insurance Co.

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to find out what happened.

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He's angry and upset.

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He's not his usual
self on the call.

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Sam is a valuable customer
support specialist

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at Insurance Co.

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She listens to Joe's
complaint and is

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thoughtful and respectful
in her response.

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SAM: I'm so sorry to hear that.

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That must be really frustrating.

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Let's see what
happened, and how we

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might get this problem fixed.

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NARRATOR: See,
Sam knows that Joe

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is no doubt a really
nice guy, and that he

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isn't angry with her.

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He's angry at his situation.

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Sam wants to help
Joe, and she addresses

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Joe's problem with
empathy, active listening,

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and clear communication.

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As a result, by the end of the
call, Joe is no longer upset.

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He calms down and returns
to his usual happy self.