The first thing that came to my mind with the question of a challenging client and how I handled that situation, the first thing was that I worked at Spectrum for a very short amount of time, and I was a call center in billing, and a customer, he called in, and he was just very angry over the fact that he was getting all these spam calls from Spectrum, that his bill was due, and I just listened to him kind of complain to me for about three to four minutes, and I was just barely understanding, and it was a small situation, but in those moments, the customer just wants you, they just want to be heard, and instead of me saying, well, sir, it's not my problem, or sir, it's out of my control, I just listen, and I said, I understand that, make your payment, things like that, and he was really understanding, and he was like, well, thank you for listening to me, and hung up, so sometimes that can be challenging, because sometimes the customer, you can't deescalate, so learning how to deescalate all these different people with different types of personalities is definitely challenging, but as long as you remember that it's not personal, you can always tackle it.