client or upset customer, a lot of the time I have a rule that I follow. First things first, you want to listen to them. Be sure to understand or listen to understand and actively listen. Once you have a kind of a clear understanding on what's going on, go ahead and repeat that back to the customer or the client and empathize with them by acknowledging their feelings, their experience. You might be able to calm them down. Also, apologize. An apology goes a very long way. I know that from working in different call centers and things of the like. And finally, stay calm and polite. Just because they're upset or they're angry doesn't mean that we should match their energy and give them that back. Thank you.