What strategies can employees use to de-escalate a tense situation with a difficult customer and ensure a positive outcome for both parties?

Employees can use active listening to understand the customer's concerns and show empathy towards their feelings. They can remain calm and composed, avoiding getting defensive or escalating the situation further. Offering solutions or compromises that address the customer's needs can help resolve the issue and ensure a positive outcome. It is also important for employees to set boundaries and involve a manager if the situation becomes too difficult to handle on their own.