How can CX ambassadors balance maintaining empathy with setting boundaries when dealing with difficult customers who may be crossing the line with their behavior?

CX ambassadors can balance maintaining empathy with setting boundaries by actively listening to the customer's concerns and showing understanding, while also clearly communicating the boundaries of acceptable behavior. They can politely but firmly address inappropriate behavior, redirecting the conversation back to finding a solution. It is important for CX ambassadors to remain calm and professional, and to not take any personal attacks or aggression from the customer personally. Setting clear expectations and consequences for continued inappropriate behavior can help maintain a respectful and productive interaction.