Okay, so this happened some time ago in Portugal, I was doing credit recovery and a customer called me about a problem, I can't remember the specifics, but what happened is that it's not his first time that he calls, he's been calling for a long time and the waiting time is very long and I'm probably the third customer service to pick him up and talk to him. One thing to remember always, when a customer is being hard, he's being disrespectful and he's spouting all of these insults, one thing to remember is the customer is not mad at you, he's not upset at me, he's upset because of the situation and I'm the only person that's that is talking to him, so he's unloading all of his, let's say energy onto me. So I make sure to remember that and second thing, I listen, I listen actively, I don't rush anything, I listen to him and I try to repeat as much, like resume what he said, I try to repeat as much as I can to make, to show him that I understand, a step further I did, which is like kind of telling him a small story about what's happening to him happened to me, just to relate to him, to show him that I understand, that's what I did. Then I apologized and I said, listen, let's take the steps now to solve your problem, I'll do everything and if I cannot solve it, I'm going to call my manager, that did not happen. I said those things and he said, thank you, I'm sorry, like he started apologizing, started to apologize because he understands that I'm not the one that made that mistake, but that's what you do, that's what I did, that's what I did in that situation is to listen to them, to repeat what they said, to tell them a small story, just a small, it's going to take a little time, about once I had the same problem and so on. That's what I did back then and he calmed down and I ended up being able to solve his problem. 