Takes the time to understand the client's needs

I phoned Outsurance to update my cover. I was having a pretty ****pt day until Ettienne answered the phone. He was so friendly and up beat that I couldn't help but smile. He spent almost an hour on the phone with me making sure each aspect of our insurance is in place. He also advised me of benefits I did not even knew I had, like liability cover. Just one more tick next to Outsurance's name in my good book.