A difficult customer is the one thing that most in the customer service industry doesn't want to encounter. I've been in the customer service industry for almost half of my life and I've had my share of difficult customers. I do hope that you won't encounter any but if you do, here are some suggestions. The first thing you need to do is to stay calm. It wouldn't do to get to an argument with your customers. Stay courteous at all times. When the customer is angry, use an even and understanding tone to calm the customer. You also mustn't endure or be subjected to physical abuse or profane language. Inform the customer that you need to call security or end the call if they continue with their abusive behavior. Listen to them. Sometimes the customer just had a bad day so if you listen with understanding, you'll already be able to come up with a solution. When you've identified the problem, make sure that you and the customer agree on what the problem is. Determine who the right person to resolve the problem is. If you're not the one, assist the customer in connecting to the appropriate person. If you're the appropriate person, take action to resolve the problem. Apologize for the inconvenience caused. Following up is also important to make sure that the customer is satisfied with the resolution of the problem. If handled correctly, a difficult customer can even become your loyal customer because people look for businesses that cares for and understands it's customers.