First of all, handling difficult customer interactions, the first thing that I always make sure to do is to stay calm and to just keep a humble attitude and keep the responsibility on myself. So, regardless of if I think the customer made a mistake or is being unkind, I always remain calm and apologize for any of the frustration they're experiencing, anything that might have gone wrong. Just take as much of that responsibility and ownership for myself on behalf of the company, and then do my best to resolve the issue, try to make up for their complaint, and then do something on top of what they're asking to try to make it better. So instead of just doing what they're asking whenever they're frustrated, meet their need and do something that will make them go away even happier than when they started out.