How can employees maintain a positive and professional demeanor when dealing with difficult or angry customers, while still addressing their emotional needs effectively?

Employees can maintain a positive and professional demeanor when dealing with difficult customers by actively listening to their concerns, showing empathy, and remaining calm. It is important to acknowledge the customer's emotions and validate their feelings while also setting clear boundaries and maintaining a sense of professionalism. By focusing on finding solutions to the customer's issues and remaining respectful, employees can effectively address their emotional needs while diffusing the situation and ensuring a positive customer experience.