One of the tough customer interactions that I've had in my current job, I deal with fraudulent activity on accounts and debit cards, and I had a member call in very upset that their debit card had charges that weren't theirs, and, you know, how could we allow this to happen, and was pretty upset, and although it wasn't my fault, they were kind of taking it out on me, I just tried to remain calm and listen, and tell them that I understand, and that I'm happy to help in any way I can, typically that would start a dispute process. They were upset that our dispute center had a wait time, so I offered to stay on the line and call with them, so that we were both kind of helping each other, and we wound up getting it all handled, and we got the member all squared away, and got her a new card, and I was told that I made a lifelong client out of her, so now she only calls me, she can be a bit of a difficult one, but we just have kind of a rapport with each other, of you treat me with respect, I'll treat you with respect, we have actually shared things that are going on in our lives, and kind of become more friendly than strangers, but basically, you know, just take your time with them and let them know that you care, and that you want to help them, and that you understand things are hard sometimes.