I handle difficult customer interactions by just having the customer know that I'm on their side and literally doing everything that I can for them. Sometimes the answer is just like, I'm sorry, but we can't provide this certain thing. Without providing that answer, though, there's usually something I can say where it's like, well, we can't do exactly what you want, but we can do this very similar thing and that's the closest thing we have. So what do you think about that? And usually between a combination of like offering something similar and just empathizing with the customer and showing them that you understand where they're coming from and that you're there to help them. I do a great job with difficult customers and I'm happy to talk to as many as it takes if that makes the customers and the insurance agency just be able to take it a little bit easier and have a nicer day.