One challenging client I worked with was a customer who wasn't happy with their recent purchase and they were frustrated and angry and their tone was quite aggressive. They claimed that the product was defective and demanded a full refund as well as compensation for their time and trouble. So to handle the situation, I first listened attentively to their concerns and acknowledging their frustration and apologizing for the inconvenience and I then asked questions to understand their issue better and gathered information to investigate the matter further. And after empathizing with their situation, I explained our return and refund.