I'd say to handle difficult clients, communication is definitely one of the most important and valuable skills that you need to learn. I had to learn this the hard way. When I was in my previous employment, we had a very difficult customer when I was working as the receptionist. We had a really difficult customer who was really abusive towards other staff and other customers, verbal abuse, threats of physical violence, and I was just able to use my communication skills to de-escalate the situation. The first step towards a difficult or maybe harassing customer is always to use communication to de-escalate, and if not, then we can take further action, because sometimes people just need to talk, and I feel like that's what most people forget, is that they are just, they are confused, they are just like us, but they just need to, sometimes they don't understand what's going on, and they just need that little bit of communication, and it can all be resolved, and they can even turn into a valued customer in the future.