How can customer service representatives effectively balance empathy and professionalism when dealing with customers facing challenging situations?

Customer service representatives can balance empathy and professionalism by actively listening to customers to understand their emotions and concerns. They should show empathy by acknowledging the customer's feelings and demonstrating understanding. At the same time, they should maintain professionalism by staying calm, offering solutions, and following company policies and procedures. It is important for representatives to strike a balance between being empathetic and professional to effectively address customer needs and provide a positive experience.