How I handle difficult interactions. I've had quite a few of those, working in the court as a court clerk. I've had customers be unhappy that their account has got sent to collections. I've had customers just be unhappy that they're in the court situation. And how I handle that is just talk even tone. Sometimes you have to lower your voice, so that helps them lower their voice. I use active listening skills. I let them know that I am trying to help them and find a solution for them. And I think if you just show them kindness and show them that you want to help, a lot of people respond very well to that. And it's very useful and it works.