I handle difficult customer situations by simply staying calm. I try to ensure that I'm very confident in what I'm portraying and the information that I have for them. That way, it helps me to stay calm in any sort of a difficult situation I were to find myself in with a customer. I have extensive experience taking escalated phone calls. I was always a go-to when I was on a phone team assisting customers. I just really find it crucial to be able to speak to them as if they were understanding. Going into the conversation with empathy, understanding the situation, understanding that they are having a bad day, I'm here to help them and how best can I find a way to help them. I want to make them aware that that is my purpose. I bring that sort of calm energy to the conversation so that I can actually assist and move past any difficulties.