So, how would I deal with a difficult customer situation? Obviously, the worst thing you could ever tell a customer is to calm down. I've always learned throughout my customer service experience that most of the time, most customers are not mad at the situation they're mad at something prior to the situation. Always try to de-escalate and hear everything out that's going on, put into perspective how the customer may feel, and never say, I don't know. I'll try to find an answer or find a way to meet the customer's need and if need be, escalate to a higher-ranked person and take it from there. If I have to move it to a supervisor or manager, I'll do what I have to do to make sure that the customer gets or tries to get everything they need.