Difficult customers is a word that I don't like to use. Most of the times they're just not understood or listened to. Most of the time they just want to be heard because they have a valid concern that they believe. And so it's your job as a customer service rep to listen to that customer and make sure that whatever you are doing or whatever they are needing is providing that best customer service by educating them on how things can be better for them. Finding discounts or looking into their account and seeing where a billing went wrong or just letting them know and explaining in detail. I think that's the best way that you can handle a difficult customer is just listening.