How can employees effectively handle challenging customer interactions while still ensuring that they meet and exceed customer expectations?

Employees can effectively handle challenging customer interactions by remaining calm, listening actively to the customer's concerns, and empathizing with their situation. They should strive to find a solution that meets the customer's needs while also aligning with company policies. Employees can exceed customer expectations by going above and beyond to provide exceptional service, such as offering discounts or additional assistance. Training and support from management can also help employees feel more confident in handling difficult situations and delivering outstanding customer service.