How can customer service representatives use active listening and empathy to effectively diffuse tense situations with customers, ultimately leading to a positive outcome?

Customer service representatives can use active listening by fully engaging with the customer, repeating their concerns to show understanding, and asking clarifying questions. By demonstrating empathy, they can show the customer that their feelings are being acknowledged and validated, which can help diffuse tension. This approach can help build rapport and trust with the customer, leading to a more positive outcome as the customer feels heard and understood.