I had a customer who did not feel that it was necessary to provide all of the documentation required for a loan. They got very upset and began raising their voice to me. I just spoke very calmly and continued to be polite. I explained that we would need all of the requested documentation. I acknowledged how they must be feeling and that the process can seem overwhelming, but I assured them I was there to help and to hold their hand throughout the process. They calmed down and the rest of the loan process went very smoothly.