You are assisting a client with an IT issue. The client is stressed out and is very upset because it is the third time this issue has happened now, the client has a deadline to meet and is not wanting to take the time to walk through the scripted troubleshooting steps with you (because they have already gone through these steps the other two times). The client is refusing to listen but you also know that this issue needs to be resolved. Describe your approach on how to de-escalate the situation in order to get to the point of being able to do a proper technical diagnosis.