How can employees effectively de-escalate tense situations with customers and ensure a positive outcome for both parties?

Employees can effectively de-escalate tense situations with customers by remaining calm, actively listening to the customer's concerns, and showing empathy towards their situation. They should also focus on finding a solution rather than escalating the conflict further. By maintaining a professional demeanor, offering options for resolution, and apologizing when necessary, employees can ensure a positive outcome for both parties and preserve the customer relationship.