How can customer service representatives balance showing empathy and active listening skills while also ensuring they are providing efficient and effective solutions to customers' problems?

Customer service representatives can balance showing empathy and active listening skills by acknowledging the customer's emotions, paraphrasing their concerns to show understanding, and validating their feelings. They can then transition into problem-solving by asking clarifying questions, offering solutions, and ensuring the customer's needs are met in a timely manner. By combining empathy and active listening with efficient problem-solving techniques, representatives can create a positive customer experience while resolving issues effectively.