Yeah, one difficult situation would be a situation where a customer called and they were extremely upset because they received a damaged product that they needed urgently for an important event and the customer was demanding a full refund and compensation and a replacement immediately and they were threatening to leave a negative review if their demands are not met. And how I overcame this was, as usual, I listed actively, let them express themselves and show empathy while they do that and I acknowledged the issue, you know, it's clear that receiving a damaged product is frustrating and especially when you need it right away, I apologized for any trouble that was caused and, you know, I provided a solution, you know, I arranged for a replacement to be sent to the customer, you know, to ensure they get it in time and additionally I processed like a refund for the damage of the item, you know, offered options of additional compensation as a gesture of goodwill, you know, to offer a discount on their next purchase, you know, to make up for the inconvenience. I also followed up, I personally followed up, you know, with the customer to confirm replacement has been shipped or it's always on its way and I asked them to let me know if there's anything I can do to assist them. What I learned was the importance of empathy and also effective problem solving, value of proactive communication and building customer loyalty, that's what I learned from that situation. Thank you.