The time that I had a tough customer was in my previous job. We do have a black and white policy on a no refund policy. There was a specific client that did not want to follow through with the non-refundable policy because there was a lot of errors in her documents that she received from the management company. I did explain that there are solutions to it. We could fix update her documents free of charge obviously. However, she was not pleased with that and was just pretty much giving me a hard time. There was a lot of back-and-forth but I did assure her that if we were able to get this done now she could have the documents updated as soon as the next day or the next business day. She was still not going through my offer so I told her you know what let me go ahead and try to escalate a little bit because I kind of knew that she would want the answer from a manager. So I went ahead asked my manager let her know that you know the slim chance of you getting refunded is not too high but we at least have the solution for this if it comes down to it. So my manager obviously because it's a black and white policy they said no but because I had the opportunity to ask my manager she was more lenient and a little bit more calming. So I went ahead gather all the information and data send it over to the management company have them update the her order basically and have it done by the next day. So she was very appreciative that I was very patient. I actively listened to her and even had a solution for her so at the end of the day everything turned out just fine even though that it was a good hour-long call I was able to get through with the results that we both wanted.