While working in customer service definitely does provide plenty of interactions where there are tough customer situations. One instance that comes to mind is a few years ago when I was working at a bank and we were rolling out a new mobile banking platform. We had a lot of clients at the time who were not particularly tech savvy with their mobile devices and so there was a bit of upset and people coming into branches being frustrated that they could not find their accounts or that they couldn't log in and that's more so something that I experienced with a few customers in that time. I kind of just took the high road and obviously understand that people get frustrated when they don't understand what's going on or they get frustrated when they don't know how to access their accounts, especially when you're looking at things like finances. That's a very personal subject for many. In that instance with the several customers I had this happen with, it was just be as polite and kind as possible and again, just really understanding that oftentimes when customers are upset about something, it's not a direct issue of something you've done. It's oftentimes something that is out of your control or even if it is something that is in your control, it's just admitting that you're going to do whatever you can to help them and hopefully that changes their experience going forward and sometimes that's really all you can do. But I think the most important part is that you're at least trying to work with these customers and clients and letting them know that their opinion matters, their voice matters, whatever they are upset about matters as well. And we're going to do whatever we can going forward to hopefully mitigate that from happening again.