Final answer:
CSRs handling difficult customers should use communication skills, empathy, and conflict resolution to effectively address complaints and provide quality customer service.
Step-by-step explanation:
When dealing with difficult customers, Customer Service Representatives (CSRs) need to apply special skills in order to access and respond to complaints. CSRs must utilize communication skills, patience, and empathy to manage customer interactions effectively. Listening carefully to understand the customer's complaint, remaining calm and respectful, and providing clear, concise solutions are key elements of quality customer service. Additionally, CSRs should be proficient in conflict resolution techniques to de-escalate tense situations and resolve customer grievances in a satisfactory manner.