What strategies can employees use to de-escalate a heated customer interaction and effectively diffuse tension in order to resolve the issue?

Employees can use active listening to show empathy and understand the customer's perspective. They can remain calm and composed, avoiding becoming defensive or argumentative. Offering solutions and alternatives to the customer's problem can help de-escalate the situation. Apologizing for any inconvenience or misunderstanding can also help diffuse tension and show the customer that their concerns are being taken seriously. Finally, ensuring clear communication and setting realistic expectations can help resolve the issue in a timely and satisfactory manner.