How do you handle difficult customer service interactions? What I've learned from my experience throughout my years is you really just want to listen to the customer. Let them rant. Let them scream. Let them yell. Hear them out. Let them finish what they have to say. Take in everything you can and break down what their issue is so that they understand that you did listen to them. You want to help them and you're there for them. From that point, it tends to calm them down enough to want to work with you and they realize that you are there to help them and not to be their enemy. They typically start relaxing after they realize this and their tone changes. It doesn't work all the time, but 90% of the time, 9 times out of 10, that's how I've always interacted with an upset customer. You just really have to listen to them.