 First, I feel like when handling a difficult customer, the first thing you need to do is be a great listener. While listening to them and letting them vent and getting all their anger out. Sometimes they all need to do advanced. When you do that, then you can help answer the questions or whatever is frustrating that customer. So I feel like the very first thing to do is always be a listener, don't answer up, just let them talk. And then you're able to help them.