When handling difficult customers, I focus on staying calm, actively listening, and finding a solution that aligns with company policies while ensuring customer satisfaction. I start by listening attentively to their concerns without interrupting, acknowledging their frustration, and showing empathy. I then ask clarifying questions to fully understand the issue before offering solutions. If I can resolve the matter on my own, I do so efficiently. However, if escalation is needed, I ensure a smooth transition to a supervisor while reassuring the customer that their concern is being addressed. Followed by an example.