So, the situation in where I handled a tough customer is currently in my position as a risk manager for the county government in which I work. The customer was not satisfied with our insurance requirements related to vehicle accident and how we handled those repairs for them. Once I was able to explain our process and the fact that we are not an actual insurance company, although we do act as one, and that the repair costs are made with county funds, which are taxpayer dollars, and that we must be very fiscally responsible, being that this person was a taxpayer in the county, and I explained the situation to them, they understood exactly what I was describing to them and accepted the repair process that we do have in place, and the outcome was good. We were able to repair the citizen's car to its full ability, and they went on as a happy customer, shall we say.