How do I handle difficult clients? I definitely have lots of experience with that. As a manager, usually people are coming to you because they have an issue or a concern. So first and foremost, the most important thing to do is to listen to them. Hear what they have to say. See if there is something I can easily do to help address their concern. A lot of times people just want to voice their opinion. Other times there is something that needs to be followed up on. So just listening to them, taking notes, making sure I understand correctly what the issue is so that I can correctly follow up on it. Oftentimes I would have to go to my board. So in this case, I might have to go to the agents for a question. But just making sure I clearly understand what their concern is or what they're upset about so that I can best help address it and correct what needs to be corrected.