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Steps:
1. Customer Service officer should make his/mind that there is no customer who is difficult, everyone is easy.
2. Always behave that you empathised with the customer
3. Listen carefully & take impotant notes, so that later you can sttudy while solving problems
4. Difficult people are never difficult. They are too easy going. Make them calm & share your limitations/abilities and serve them as one of your family member. You will surely find them too easy
5. Show seriousness when serving them, like you are his/her personal assistant
First i must great the customer, get her/him seated and link to them that the organization main target is their satisfaction and getting quality service. Listen carefully to thier problem then start to find options for a solution according to organization policy