Honestly, it has been a little bit of a while since I've worked with a difficult client. But when there is a difficult client, typically they are upset about something and it's not directed towards us personally. So definitely the first thing to do would be to not take it personally. And then once the person feels heard and understood, then at that point they are more open to expressing what their needs are so that we can get to the end goal, whatever that end goal is. Whether it's a complaint with something that happened before, whether it's finding a solution to something that is going on or clarifying something that they don't understand, whatever the situation may be, pretty much just listen, be understanding, be empathetic to whatever it is that they're saying. And then from there, you'll be able to kind of figure out what it is that they want and get to the end of it and give them a good experience so that they don't leave or hang up in the same way that they entered that conversation.