With any challenging clients or customers that I have, I always make sure to make it a point to let them know that I am happy to assist, and I will go out above and beyond to make sure that they have the answers, the solution, or get them on the pathway to a resolution. And I do that also with a smile to make sure that they understand that I am there to help them, and I'm friendly, and I'm able to assist them quickly, seamlessly, and eagerly. A specific client that I had, a specific call that I had was the member called in. They were very upset. They were, their child was just in an accident. The caller was our member, but it was the child that was involved in the accident in the member's vehicle. She was very hysterical. She was very upset, nervous, scared. She didn't know what to do. It was her first time filing a claim. So I let her go ahead and vent with everything that she needed to say. As soon as I got an opportunity to speak, I let her know that I understood the situation. I'm sorry for her situation, but I will be more than happy to assist her with getting everything taken care of to get the claim initiated, to get it started. I'll also go ahead and contact the other party on her behalf to get that information conveyed, and I will follow up the call at the end with a text message and an email to her with the next steps, as well as tell her what the next steps are, but just so that she has that information, a hard copy of it, I will send it to her at the end of the call. She was very happy after we were done, even though she was very upset and stressed out at the beginning of the call, when we were done, she was consistently thanking me, thanking me, thanking me for just working with her and being so understanding and getting all of the information to her.