Dealing with difficult customer interactions, it's going to happen. When you're working in customer service, you're going to always come across a person that's angry, that's upset, and what I've learned is that they just want to be heard. So while they're ranting and raving on the phone, you give them that time to rant and rave. You can't take it personal. Customers know that they are definitely needing to be heard at that particular moment. So after they get all their energy out, I'll ask them, is there anything else that you want to say? At that point, it seems like they've gotten everything out, they're a little bit calm, and then we can have a rational conversation and they've gotten all of their anger out at that particular moment. So key thing to dealing with a customer that is difficult is to listen.