How can customer service representatives effectively handle difficult customers while maintaining a balance between empathy and active listening to ensure a positive outcome?

Customer service representatives can effectively handle difficult customers by first acknowledging their concerns and showing empathy towards their situation. Active listening is crucial in understanding the root of the issue and finding a solution that meets the customer's needs. It is important to remain calm and patient throughout the interaction, while also setting boundaries to ensure a respectful conversation. By demonstrating empathy, active listening, and professionalism, customer service representatives can navigate challenging situations and ultimately achieve a positive outcome for both the customer and the company.