I handle a difficult customer interaction by first listening to what they're saying, ask for clarification if needed, and assure them that I am the right person to take care of the problem. I provide the information or guidance that's needed for them, and I share what I can do, and I resolve based on the customer's choice. Above all else, I don't take it or make it personal. It's about taking care of what that customer needs and providing experience for them that helps them realize they've made a right decision with the company they've gone with.