When a customer is being difficult or like if there's a difficult situation that presents itself, I always try to calm down the situation and really try to understand where the customer is coming from and also try to have the customer understand my point of view to have them understand I don't know what's going on and I'm trying to hear you out and I feel like 9 times out of 10 when they notice that you're sitting there and trying to listen to them they're like, oh wow, she's not trying to fight with me and the situation de-escalates and usually we end up solving the situation