What strategies can customer service representatives use to de-escalate tense situations with customers and maintain a positive rapport while still addressing their concerns effectively?

Customer service representatives can de-escalate tense situations by actively listening to the customer's concerns, showing empathy, and remaining calm and professional. They can acknowledge the customer's feelings, apologize for any inconvenience, and offer solutions to address their concerns. By maintaining a positive rapport through effective communication and problem-solving, customer service representatives can help diffuse tension and ensure a positive customer experience.