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| Margarita Pineda |
Margarita, your supervisor shared with me that she received a message from a client you assisted. The client was so appreciative of your understanding, patience and help, even though you were unable to resolve the issue. The client admitted that she was combative and having trouble expressing what she needed because what she was thinking was not what was coming out of her mouth, but that you helped her as much as you could while demonstrating patience with her.
As you know, it is not uncommon to deal with frustrated callers but the way you handled this caller demonstrates your expertise and skill—that you were not able to resolve the issue, yet the caller STILL wanted to acknowledge you for your helpfulness and patience is amazing. Thank you for representing the BSC and our Department so well.