What strategies can customer service representatives use to de-escalate tension and diffuse anger in challenging customer interactions, ultimately leading to a positive resolution?

Customer service representatives can use active listening to show empathy and understanding towards the customer's concerns. They can also remain calm and composed, avoiding getting defensive or argumentative. Offering solutions and options to resolve the issue can help shift the focus towards finding a positive resolution. Additionally, apologizing for any inconvenience or misunderstanding can help diffuse anger and build rapport with the customer.