Any difficult customer, it doesn't matter what the reason is, what they're looking for is recognition of their issue. That the person that they're speaking to takes responsibility for that issue and not just takes that responsibility, goes with it until the problem is resolved. I believe that a customer is difficult because they want to be. I believe they're difficult because they haven't been listened to appropriately. If you actively listen to what the customer is telling you, you'll get to the root of the problem. And if you take responsibility for that issue and make sure that you're communicating with them, I believe at the end of the day you will have a very happy customer.