A confused elderly customer came into insurance office asking for help. Three of my co-workers were very reluctant to assist him because he had an unfavorable demeanor each time he visited. He suffered a total loss of his vehicle and the bank was sending him notice of payment due after the insurance claim was paid. Although this was not part of my job duties, I asked him to bring in the bills and assisted him with filing a GAP insurance claim. Each week he would visit me asking me to make the personal calls for him because he lost his beloved wife that took care of all of the family business needs. After many weeks passed, the claim was finally resolved and he would only ask for my assistance with insurance needs then forward.