How do you handle difficult customer interactions? I understand in my years of experience as a customer service representative, I've handled customers both in person and also via phone. And I do understand how difficult it can be, depending on the scenario, of course, but my priority is always to stay focused, calm, and very professional, listen to what the customer has to say so that you understand the problem on hand, and then also try and find some sort of common ground so that the customer can feel at ease, and then immediately proceed to try and find a resolution to the scenario or the situation, whatever it may be. Also, I always try and keep in mind that my main goal is not only to find a solution to his problem, to that customer's problem, but also to ensure that he has a good experience with the agency, because that is the key to keep him on board.