On the job
How do you keep your cool during stressful times?
One time a client called to tell us her pet had died. Her pet had received a three-year rabies vaccine two years before and wasn't due for another for a year. She wanted to know whether she could get a refund for the remaining year.
What's your biggest on-the-job blunder?
A few years ago, I was helping out at the front desk. There was a client at the counter, turned away from me, dressed in a factory uniform with very short hair. I stepped up to the counter and asked, "May I help you, sir?" He turned around—and he was a she. Yikes! I apologized profusely.