How I would handle a difficult customer situation is first being very empathetic, acknowledging their situation, make sure that they're feeling and felt heard throughout the entire process, that their feelings aren't just a byproduct, but the priority in any given situation. Because ultimately, once someone walks away from anything, they generally remember how they feel versus what was said. So you always want to make sure that they're being heard. You speak to the situation in hand as easily as possible, and be as empathetic to the situation regardless of if it's a positive or negative outcome.