When I encounter difficult or dissatisfied customers, I know that the event does not occur in a vacuum, but there is a high degree of uncertainty. I don't know what interactions they've had prior to approaching me that may have contributed to their dissatisfaction. Keeping that in mind, I listen attentively so that I get a complete understanding of their complaint or problem. I confirm my understanding by restating their problem in different terms. Once the problem is identified, my goal is to find a satisfactory resolution. I do this by asking what they want me to do to fix it. If the resolution they're seeking is within the purview of my position and there are no barriers to resolving the issue in that way, then that is what I do. If the proposed solution is not possible, I offer alternatives that will achieve an outcome as close to what they want as possible. If those alternatives are not acceptable, then I invite my supervisor in to help reach consensus and identify a workable solution. When that fails, I validate their dissatisfaction, apologize for any inconvenience that they have experienced as a result of the exchange and ask them if there is any other way that I can help them.