Which step is essential for managing abusive customer interactions?

Using empathy to show you care is essential for managing abusive customer interactions because it helps to de-escalate tensions and creates an environment where the customer feels understood and valued. When a customer is being abusive, they may be expressing frustration or feeling unheard. Demonstrating empathy means acknowledging their feelings, which can often diffuse anger and hostility. By actively listening and responding with empathy, you allow the customer to feel that their concerns are being taken seriously, which can lead to a more constructive dialogue and ultimately a better resolution of their issue.

This approach fosters a more positive customer experience and maintains the integrity of the support interaction, even in challenging situations. The other choices may not address the root of the customer's distress or could potentially escalate the situation further.