In any difficult situation with clients, I always try to stay calm. I'll help in any way I can. I try to de-escalate the situation and apologize to the customer if I'm unable to help them. In one situation, a customer wanted a refund but did not have the receipt. The store policy states that they cannot get a refund unless they have the receipt. So I explained this to them, and they continued to get angry and started shouting. So I offered the helpline number to see if they would be able to get a refund through them, but unfortunately they were not able to. This did help de-escalate the situation though, and I was able to calmly speak with the customer after.