This document provides guidance on how to handle difficult customer situations. It recommends recognizing issues early, using de-escalation skills, and making interactions a perfect client experience. When customers are reluctant, accusatory or profane, the document suggests outlining a resolution strategy, bringing in a third party, and apologizing for any mistakes. Key steps include listening, apologizing, solving issues through education or appropriate parties, and thanking the customer. Behaviors to avoid include taking attitudes personally, ignoring emotions, focusing only on policy, and using inappropriate language. The document stresses being reliable, responsive, empathetic and competent in all client interactions.