How can CX ambassadors effectively de-escalate heated customer interactions while still maintaining a sense of empathy and professionalism?

CX ambassadors can effectively de-escalate heated customer interactions by actively listening to the customer's concerns, acknowledging their emotions, and remaining calm and composed. They should show empathy by validating the customer's feelings and offering solutions to address their issues. It is important for CX ambassadors to maintain professionalism by staying respectful, avoiding arguments, and focusing on finding a resolution that satisfies the customer. By demonstrating understanding and a willingness to help, CX ambassadors can help diffuse tense situations and leave customers feeling valued and heard.