When handling someone that maybe is a little frustrated or they're being difficult, I will try my best to listen, let them finish whatever it is that they need to get out, and then try my hardest to understand exactly the information that they're looking for. Keeping calm and composed is the most important thing to keep a difficult or upset client as calm as possible and to keep from escalating a situation any further. If I cannot answer a question to the best of my abilities to please them, I will reach out to a peer or someone else who I think would be better equipped to answer any questions that they're having and get them over to that person as quickly as possible or set up a time where that person can meet with them or speak with them.