How can a CX ambassador effectively balance showing empathy towards customers while also maintaining professionalism in difficult interactions?

A CX ambassador can effectively balance showing empathy towards customers while maintaining professionalism in difficult interactions by actively listening to the customer's concerns, acknowledging their emotions, and validating their feelings. They can also set clear boundaries and expectations for the conversation, remain calm and composed, and focus on finding solutions to the customer's issue. Additionally, they can use positive language, offer reassurance, and follow up with the customer to ensure their needs are met, all while upholding a professional demeanor.