How can customer service representatives effectively diffuse tense situations with upset customers while still upholding the company's values and standards of service?

Customer service representatives can effectively diffuse tense situations with upset customers by actively listening to their concerns, empathizing with their frustrations, and offering solutions to address their issues. It is important for representatives to remain calm, professional, and respectful during interactions, while also ensuring that they uphold the company's values and standards of service. By demonstrating patience, understanding, and a willingness to help, representatives can help resolve conflicts and maintain positive relationships with customers.

Keywords

customer service upset customers diffuse tense situations company values standards of service

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