First, I'll remain calm, listen to my customer, apologize and try my best to make it right. I had encountered one before, he wanted his application processed and before we begin with his transaction, we require him to pay first the processing fee as new company's policy. The client got mad and kept on shouting while everyone was staring at us. He wanted us to process it and he'll just pay it after. I explained to him that we need to follow the new policy. Since he still insisted, I offer him to pay at least a down payment and he can pay the balance after. He agreed with this. After we processed, he visited our office to pick-up his passport and pay the balance. He apologized for his rudeness before and I told him that we totally understand. He still remains one of our loyal customers.