The way I handle difficult customer interactions is just trying to be kind and knowing that everybody's going through something. If the situation is just kind of going in circles and not calming down, what I have found to work in my experience is to let the person, we call them members, the person know that I am trying to help them and if we could calm down and talk to each other respectfully, we could probably figure out a solution for the issue, mainly just not fueling their fire, just kind of trying to tell them that you understand and that you're wanting to help. I seem to find that it works well and people really kind of take a deep breath and come back to Niceville.