Difficult customer interactions, empathy, you try to see things from their point of view, you give them the opportunity to express themselves, you repeat back and make sure that they understand, that you understand exactly what it is that they're feeling, what they're saying, and then sincerely, truthfully trying to help them to find equity or the solution to the situation or to the problem. Many times people are just frustrated and they don't know how to express themselves, but if you're empathetic, many times you can bring them around to your point of view or together work on a solution that's beneficial again to both parties.