Rafaella was excited to start her new job at the call center. She was going to help people with their problems and answer their questions. Her colleague, Pedro, welcomed her warmly and showed her around the office. Rafaella was determined to do her best and make a difference.

On her first day, Rafaella received a call from a customer who was upset about a problem with their bill. Instead of getting frustrated, Rafaella listened carefully and reassured the customer that she would do everything she could to help. She patiently resolved the issue and the customer ended the call feeling grateful and happy.

As days went by, Rafaella noticed Pedro taking extra time with each caller, making sure to understand their concerns and offering kind words. Inspired by Pedro's empathy, Rafaella also started to go the extra mile for every caller. They both found that the more they cared, the more they could help.

Their empathy didn't go unnoticed. The call center received numerous compliments from customers who appreciated the care and understanding they received. Rafaella and Pedro's dedication and empathy not only made a positive impact on the customers but also made their work more rewarding. They realized that a little empathy can go a long way.