How can CX ambassadors effectively de-escalate a tense customer interaction without compromising on empathy and customer orientation?

CX ambassadors can effectively de-escalate tense customer interactions by actively listening to the customer's concerns and acknowledging their emotions. They should remain calm and composed, showing understanding and empathy towards the customer's situation. It is important for CX ambassadors to stay focused on finding a solution that meets the customer's needs while maintaining a positive and customer-oriented attitude. By demonstrating patience, empathy, and a willingness to help, CX ambassadors can effectively de-escalate tense interactions without compromising on empathy and customer orientation.