How can a CX ambassador effectively de-escalate a tense situation with a customer, while still ensuring that their needs are met and their concerns are addressed in a timely manner?

A CX ambassador can effectively de-escalate a tense situation with a customer by actively listening to their concerns, acknowledging their emotions, and empathizing with their perspective. They should remain calm, patient, and professional throughout the interaction, and focus on finding a solution that meets the customer's needs while addressing their concerns promptly. It is important for the CX ambassador to communicate clearly, provide regular updates on the progress of resolving the issue, and follow up to ensure the customer's satisfaction.