Lake Forest College was an excellent work environment, having end users frustrated with technology is a common occurrence. To be able to approach the problem with empathy and in some cases a little humor is a key element in any type of customer service. There were some difficult situations where professionalism and understanding failed to get the best end result, but to remember any particular situation where that was the case would be difficult, keeping a cool head and understanding the pressure your co-worker or customer is under is more a part of the job than fixing the issue. So if the situation was dramatic I walked a mile in someone else's shoes and gained the trust that they weren't just a number to me, then I would go home and sock the pillow on my own time.