Tell me about a challenging client you've worked with and how you handled it. My previous job in medical malpractice, I received a challenging client who was a doctor and he was very angry because his renewal premium went up $2,000. The way I handled it was first I let the insured say what he had to say completely without an interruption, then repeat his concerns so we understood that we were on the same page. Then I looked into his policy and learned that we missed a claim when he started his policy last year and that was the reason for the increase. When I got back on the phone with him, I kept the conversation to the facts, which I feel is important in insurance, and let him know the reason for the increase. I also expressed empathy while also letting him know the positive side of the situation, is that we don't have to go back and bill him for the mistake, and that I also looked into and found discounts on his policy and classes he could take to receive extra discounts, which would bring his premium almost back into the same range as the last policy period, which he was very happy with.