How can a CX ambassador balance the need to provide exceptional service with the challenge of dealing with a customer who is upset or frustrated, while still ensuring a positive experience for both parties?

A CX ambassador can balance the need to provide exceptional service with handling upset customers by actively listening to their concerns, showing empathy, and offering solutions to address their issues. It is important to remain calm and patient, even in difficult situations, to de-escalate the customer's emotions and maintain a positive experience. By focusing on finding a resolution that satisfies the customer's needs while upholding the company's values, the CX ambassador can turn a negative experience into a positive one for both parties.