How can customer service representatives effectively de-escalate a tense situation with a difficult customer while still maintaining a high level of professionalism and empathy?

Customer service representatives can effectively de-escalate a tense situation with a difficult customer by actively listening to their concerns and showing empathy towards their frustrations. They should remain calm and composed, avoiding any defensive or confrontational responses. It is important to acknowledge the customer's feelings, apologize for any inconvenience, and offer a solution to address their issue. By maintaining a high level of professionalism and empathy, customer service representatives can help diffuse the situation and work towards a positive resolution.

Keywords

customer service de-escalation professionalism empathy resolution

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