 I think one of the big parts in order for you to try to help a customer that it's difficult is being able to identify with them. It's being able to empathize with their situation and try to understand what is it that they're trying to get and what is it that they're trying to tell you in a very professional, and courteous manner. I think the main thing always to when you have a difficult situation, it's always to try to diffuse the situation by making them feel that you're doing everything that you can for them and that you have empathy for them.