Okay. Now, how to defuse a situation, basically deescalating situation. I think that has always been one of my major stronghold as a person or as a customer service representative. I get to make the customer very, very, I tend to just try as much as possible to reroute the thinking, reroute their anger by making sure I'm able to find direct solutions to their problems. Now, the very first thing I try as much as possible to do is to try and calm them down. One, how do I calm them down? I let them understand that, oh, I quite understand what you're going through. It's one of those things that has actually not even happened here before, but since this has happened, I want you to be well rest assured that I'm going to actually help and get to the root of the problems. So while I'm talking, I'm going into the system, finding out what the problem is. Now, a classical example is there was a lady that she was supposed to have a replacement done and replacement doesn't take much time, maximum, that's 15 days at the max, your replacement is settled. But this woman, replacement wasn't settled in two months and she called and so angry. So the only thing I get to do is I get to like talk to her, calm her down, then get to like throw one or two things, one or two jokes that made her a bit calm. Then she laughed a bit. Then after laughing, while I was at it, I got her information, got a ticket number, dived into the system, was able to find, look at what the problem was and I fixed the problem immediately. Before she knew it, I gave her a new order number and a new tracking number on the spot and she was very delighted. So basically how I go about it is more understanding the product of the company, understanding the system. So while doing all that, one is able to navigate, then one is able to solve the problems and in the long run, they get to be happy about it. Thank you.