How can customer service representatives utilize active listening and empathy to effectively diffuse a tense situation with a frustrated customer, ultimately turning a negative experience into a positive one?

Customer service representatives can utilize active listening by fully focusing on the customer's concerns, acknowledging their emotions, and paraphrasing their concerns to show understanding. By demonstrating empathy, representatives can validate the customer's feelings and show that they care about finding a resolution. This approach helps to build trust and rapport with the customer, ultimately leading to a more positive interaction and a successful resolution to the issue at hand.