At the time when I had a challenging client, it was due to the client being highly upset due to her bank account being withdrawn twice in one day from two different carriers for the same property. I empathized with her, did some research to figure out exactly what happened and explained why her account was overdraft, why she was charged twice actually. I ended up backdating the cancellation date for the auto policy that should've been canceled. I stayed calm and patient with her. I let her vent, let her express herself and after that just explained the next steps, explained how she will be receiving her money back into her account. I set up the expectation of the amount of days that it would take for that to be done. By the end of the phone call, she was great. We were actually laughing and talking.