How can CX Ambassadors utilize empathy and active listening to build rapport with customers, even in high-stress situations?

CX Ambassadors can utilize empathy by putting themselves in the customer's shoes and understanding their emotions and perspective. By actively listening to the customer's concerns and validating their feelings, CX Ambassadors can show that they genuinely care about resolving the issue. In high-stress situations, demonstrating empathy and active listening can help de-escalate tensions and build trust with the customer, ultimately leading to a more positive customer experience.