Today [while interning] I answered a call from a woman who had an issue with her Social Security benefits. Mind you, this is technically a federal issue, but as she sounded quite exasperated I didn’t feel like upsetting her further by saying so. As I took down her information to pass onto a higher up, I confirmed that I got her info by saying “okay”; apparently this was a huge mistake! She told me if I said “okay” again, she would flip out on me. Who knew the word “okay” could elicit such intense emotions.