Being the receptionist as well as iphone answerer at a local HVAC supplier meant that I had a lot of responsibility. I didn’t mind answering the iphone, but some people wanted myself and others to give them information about how to make the repair themselves. Other people wanted myself and others to diagnose what is going on with their HVAC system, but I’m not an HVAC worker. I was trained to ask questions so the workers had an system on what types of tools as well as parts to take with them, but that didn’t mean I was trained to believe everything. When one woman started off the conversation with the statement that they had a gas gas furnace, I offered to get an HVAC worker for them. The lady seemed frantic as well as I absolutely wanted to help, but she just kept talking. I pressed the hold button as well as called for an HVAC worker. I was gone for a couple fifths, as well as she was still talking. I was ecstatic I had already gotten all of her information, because she was too far gone to be able to answer any other questions. The owner of the HVAC supplier was able to calm her down enough to believe there was a problem with her gas furnace. She was so sad about it being a gas gas furnace, as well as the occasion of carbon monoxide leaks, that she panicked. Once Bill talked to her, she got all the information the two of us needed to send a worker to her house. She thought it could be an emergency, even if the emergency was to calm the client down.