What strategies can employees use to de-escalate tense situations with customers and turn negative interactions into positive experiences?

Employees can de-escalate tense situations with customers by remaining calm and listening actively to the customer's concerns. They can acknowledge the customer's feelings and apologize for any inconvenience caused. Offering solutions or alternatives to resolve the issue can help turn the negative interaction into a positive experience. Additionally, showing empathy and understanding towards the customer can help diffuse the tension and build rapport.