How can a CX ambassador effectively de-escalate a tense situation with a customer who is upset and feeling dissatisfied with their experience, while still maintaining a positive and professional demeanor?

A CX ambassador can effectively de-escalate a tense situation by actively listening to the customer's concerns, acknowledging their feelings, and empathizing with their situation. They should remain calm, patient, and avoid becoming defensive or argumentative. Offering solutions, apologizing for any inconvenience, and ensuring the customer feels heard and valued can help to resolve the issue and leave a positive impression on the customer.

Keywords

CX ambassador de-escalate upset customer positive demeanor active listening

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