How can CX Ambassadors strike a balance between empathizing with customers and upholding company policies and standards when resolving challenging issues?

CX Ambassadors can strike a balance between empathizing with customers and upholding company policies and standards by actively listening to customers' concerns and emotions, acknowledging their feelings, and showing understanding. They can then explain company policies and standards in a clear and empathetic manner, ensuring customers understand the reasons behind decisions. CX Ambassadors should also look for creative solutions that align with both customer needs and company guidelines, finding a middle ground that satisfies both parties. Additionally, ongoing training and support can help CX Ambassadors develop the skills needed to navigate challenging situations effectively.