How can CX professionals effectively balance showing empathy towards customers while also maintaining professionalism in challenging customer interactions?

CX professionals can effectively balance showing empathy towards customers while maintaining professionalism by actively listening to the customer's concerns and acknowledging their emotions without getting defensive. They should validate the customer's feelings, apologize for any inconvenience, and offer solutions to address their issues. It is important to remain calm, patient, and respectful throughout the interaction, even when faced with difficult or irate customers. By demonstrating genuine care and concern for the customer's well-being, CX professionals can build trust and rapport while still upholding company policies and standards.