So as far as handling difficult customer interactions, obviously every situation is different, but one of the most important things, I believe, is to make sure that you're listening and you understand exactly what the customer is saying and what they are looking for. If you can identify those actual reasons, then you have something to object and therefore assist them with. And so how I would handle a difficult customer interaction, most importantly, would be to listen to the customer and see what their actual problem or complaint is or what it is that they're actually looking for.