Tatiana Johnson RSM3 TASK 1 August 21, 2025
WGU RSM3 Task 1| Passed on First Attempt |Latest Update
with Complete Solution
A1. As an adjuster claims involving fatalities are not something I typically handle. However, a
few weeks ago, a call came through and it ended up being an accident involving a fatality. The
caller was grieving mother who had just lost her son, and she was going through extreme
emotions. I could have just told them I wasn’t the right person and transferred the call, but I
didn’t feel right doing that.
Instead, I stayed on the line with her. I let her talk, reassured her I was going to be there to assist
her in this time of need, and I started the claim on my end so she would not have to repeat herself
to the next person. Once I had everything documented, I explained the next steps and then stayed
on the line while I transferred her to the right department.
In that moment, I was not thinking about protocols, I just cared about making sure she felt
supported and had a listening ear. That’s where my strength of love came in. It was less about
following the exact protocol and more about doing the right thing for someone who was hurting.
I believe that small moment of compassion helped her feel less alone.
As a customer service manager, I would use that same sense of care and connection with my
team and with customers. I believe people work better when they feel seen, supported, and
respected. Whether a coworker is having a bad day, or a customer is upset, I want to create a
space where people feel safe to speak up, and where we treat others with real empathy and
compassion not just read from a script. Leading with love means not just solving problems, but
showing people they matter. That is what I’ll bring to this role.
A2 There was a time when I had been taking back-to-back difficult calls all morning, upset
customers, and long hold times. By the time I got to lunch, I was already drained. When I came
back, I took another call, and the customer was frustrated before I even said hello. I was still
carrying tension from the earlier calls, and I could feel it in my voice and tone.
I did not lose control or say anything absurd, but I was not as patient or calm as I normally am. I
could tell the customer picked up on that, and it made the conversation harder than it needed to
be. If I had better self-regulation, I would’ve been able to shake off the stress from earlier and
give that person the same level of care as my first call of the day.
Improving self-regulation will help me lead with more consistency and patience, especially when
things get hectic. As a customer service manager, I will be responsible for setting the tone, not
just for how customers are treated, but how my team communicates with each other and handles
tough situations.
If I can manage my own emotions under pressure, I’ll be better able to guide others through
challenges, offer fair support, and keep the team grounded even during high-stress times. It
builds trust when your leader stays level-headed.
WGU RSM3 Task 1| Passed on First Attempt |Latest Update
with Complete Solution
A1. As an adjuster claims involving fatalities are not something I typically handle. However, a
few weeks ago, a call came through and it ended up being an accident involving a fatality. The
caller was grieving mother who had just lost her son, and she was going through extreme
emotions. I could have just told them I wasn’t the right person and transferred the call, but I
didn’t feel right doing that.
Instead, I stayed on the line with her. I let her talk, reassured her I was going to be there to assist
her in this time of need, and I started the claim on my end so she would not have to repeat herself
to the next person. Once I had everything documented, I explained the next steps and then stayed
on the line while I transferred her to the right department.
In that moment, I was not thinking about protocols, I just cared about making sure she felt
supported and had a listening ear. That’s where my strength of love came in. It was less about
following the exact protocol and more about doing the right thing for someone who was hurting.
I believe that small moment of compassion helped her feel less alone.
As a customer service manager, I would use that same sense of care and connection with my
team and with customers. I believe people work better when they feel seen, supported, and
respected. Whether a coworker is having a bad day, or a customer is upset, I want to create a
space where people feel safe to speak up, and where we treat others with real empathy and
compassion not just read from a script. Leading with love means not just solving problems, but
showing people they matter. That is what I’ll bring to this role.
A2 There was a time when I had been taking back-to-back difficult calls all morning, upset
customers, and long hold times. By the time I got to lunch, I was already drained. When I came
back, I took another call, and the customer was frustrated before I even said hello. I was still
carrying tension from the earlier calls, and I could feel it in my voice and tone.
I did not lose control or say anything absurd, but I was not as patient or calm as I normally am. I
could tell the customer picked up on that, and it made the conversation harder than it needed to
be. If I had better self-regulation, I would’ve been able to shake off the stress from earlier and
give that person the same level of care as my first call of the day.
Improving self-regulation will help me lead with more consistency and patience, especially when
things get hectic. As a customer service manager, I will be responsible for setting the tone, not
just for how customers are treated, but how my team communicates with each other and handles
tough situations.
If I can manage my own emotions under pressure, I’ll be better able to guide others through
challenges, offer fair support, and keep the team grounded even during high-stress times. It
builds trust when your leader stays level-headed.
