So the way that I handle difficult customer interactions I think number one is making sure the customer is heard ensuring that they I understand the situation completely of what the issue is also reiterating that I understand the issue with them and depending on what the issue is I may have to escalate it to management or it may be something that we may be able to handle either with a discount or by coming to some solution together and usually I'm able to handle it that way without having to escalate it to management