Handling Difficult Customers

Usually most difficult customers don't intend to be difficult. Generally, there is something going on in their broader life that needs to be handle.
"...ultimately, when you're dealing with the customer who is facing difficulty, it's your job to unpack what they really want. Usually you can get an outcome..."
Melanie Evans as quoted by Sally Patten, 2023

By helping them to handle and resolve the difficulty can achieve a 'customer for life'.