How can a CX Ambassador effectively balance empathy and assertiveness in handling difficult customers to not only resolve their issues but also leave a lasting positive impression on them?

A CX Ambassador can effectively balance empathy and assertiveness by actively listening to the customer's concerns, acknowledging their emotions, and showing understanding. They can then assertively address the issue by offering solutions and taking ownership of the problem. By demonstrating empathy and showing a willingness to help, while also being firm in their approach to finding a resolution, the CX Ambassador can leave a lasting positive impression on the customer. This balanced approach can help build trust and rapport with customers, ultimately leading to a successful resolution and a positive customer experience.