Final answer:
When dealing with a difficult policyholder, it is important to remain calm and professional. Listen to their side of the story, ask open-ended questions, and focus on finding a solution.
Step-by-step explanation:
When handling a difficult policyholder, you should always remain calm and professional. Choose your words carefully to avoid inflaming the situation and stay open and respectful. It's important to listen to the other side of the story and ask open-ended questions to understand their perspective. Instead of blaming, focus on problem-solving and try to find a solution. If you are unable to resolve the conflict, consider involving your supervisor or HR department.