I handle difficult customer interactions by first reassuring the person that I want to hear what they have to say. I want people to feel comfortable being able to adequately express what is causing them frustration or causing them to be angry or whatever the situation may be. People just want to be heard. And when you give people the opportunity to let them know and feel that they're being heard, they will start to calm down and be able to express what the problem is in a way where I can assure them that we're going to explore opportunities to help resolve the issue. I think the customers who have difficult situations when they call us or call is really a matter of emotion, and I think when we can connect as human beings and let