In every industry, you will always handle and encounter difficult customers. And for me, my goal for even having that customer is to really feel them that I'm here to help them and I'm here to really, really deep dive on the main concern that they have that other actually customer service agent was not able to attend to, or having that satisfaction that they want to get their resolutions, to get their problems resolved. And for me, at the end of the day, having a difficult customer, it's because of the frustrations that they have, it's because they feel that they are taken for granted of being a customer in such company. They feel that they actually been lost.