Final answer:
When dealing with difficult customers, CSRs need to apply special skills in order to access and respond to complaints. Some of these special skills include empathy and active listening. By using these techniques, CSRs can demonstrate their commitment to resolving customer issues and creating a positive customer experience.
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 effectively.
Some of these special skills include **empathy** and **active listening**. Empathy involves understanding and sharing the feelings of the customer, which can help the CSR provide appropriate assistance and solutions. Active listening involves fully focusing on the customer's concerns, asking clarifying questions, and summarizing their complaints to ensure understanding.
By using these techniques, CSRs can demonstrate their commitment to resolving customer issues and creating a positive customer experience.