How can a CX ambassador effectively de-escalate a situation where a customer is angry and upset, while still ensuring their concerns are addressed in a timely and satisfactory manner?

A CX ambassador can effectively de-escalate a situation by actively listening to the customer's concerns, acknowledging their feelings, and empathizing with them. They should remain calm, patient, and professional throughout the interaction. It is important to apologize for any inconvenience caused and take ownership of the issue, while also offering a solution or compromise to address the customer's concerns. By demonstrating understanding and a willingness to help, the CX ambassador can help diffuse the situation and ensure the customer's concerns are addressed in a timely and satisfactory manner.