How can customer service representatives tailor their communication style to effectively address the needs and emotions of customers in high-pressure situations?

Customer service representatives can tailor their communication style by actively listening to the customer's concerns, acknowledging their emotions, and showing empathy. They should remain calm and composed, even in high-pressure situations, to help de-escalate the situation and reassure the customer. Using positive language, offering solutions, and maintaining a professional demeanor can also help address the needs and emotions of customers effectively. Additionally, adapting their communication style to match the customer's tone and level of urgency can help build rapport and resolve issues efficiently.