How can customer service representatives effectively handle situations where a customer is upset or frustrated, while still working towards a quick resolution and maintaining a positive interaction?

Customer service representatives can effectively handle upset or frustrated customers by actively listening to their concerns, showing empathy, and acknowledging their feelings. It is important to remain calm, patient, and professional throughout the interaction to de-escalate the situation. Reps should focus on finding a solution that meets the customer's needs while also upholding company policies. Following up with the customer after the issue is resolved can help maintain a positive relationship and ensure their satisfaction.