My most recent interaction with a client that may was a bit difficult was when a customer called in initially upset from a prior engagement with a different representative and they wanted to escalate the call automatically to a supervisor. However, I was able to keep calm of course, allow them to get out what they needed to say prior to getting them over to a supervisor to see if there is something that I can do to assist first. And of course, first things first is apologizing, putting myself into the customer's shoes before I go in and try to attempt to resolve their issue itself, which I was able to and I didn't have to escalate up to the supervisor itself and was able to take care of everything for them all in one call and which I ended up getting a great survey for as well.