I think when you deal with a difficult client, the most important thing is to remain calm and let them know that you hear them and repeat back to them what they're needing, just so they know that you heard them correctly. And help them as much as possible and if you can't, do not blind transfer them, but get the person on the line that can help and inform them of all the information before you bring them on so they don't have to repeat themselves. But I find that just being calm and friendly helps quite a bit. Alright, thank you.