How can customer service representatives effectively de-escalate tense situations with angry customers while still ensuring their concerns are addressed and resolved satisfactorily?

Customer service representatives can effectively de-escalate tense situations with angry customers by actively listening to their concerns, acknowledging their emotions, and empathizing with their frustrations. They should remain calm and patient, avoid taking the customer's anger personally, and focus on finding a solution to the problem at hand. By demonstrating understanding and offering a sincere apology, customer service representatives can help diffuse the situation and work towards resolving the customer's concerns in a satisfactory manner.