The way I handle difficult customer interactions is basically I try my best to de-escalate any kind of situation that they're in, and I also, if I do need to, I refer to either my superior, but typically I don't usually need to. I'm able to de-escalate things pretty quickly and fairly easily. If there are people that do have a bigger issue or inquiry, then I would pass that off to my superior and hopefully they would be able to show me how to de-escalate the situation for the next time.