How can CX Ambassadors effectively balance the need to follow company policies and procedures with showing empathy and understanding towards customers in challenging situations?

CX Ambassadors can effectively balance the need to follow company policies and procedures while showing empathy and understanding towards customers by first understanding the policies and procedures thoroughly. They should then communicate clearly with customers about why certain policies are in place and how they can help resolve the issue within those parameters. CX Ambassadors can also actively listen to customers, validate their feelings, and express empathy while still upholding company guidelines. It is important for CX Ambassadors to find a balance between following policies and procedures and providing exceptional customer service to ensure a positive experience for the customer.