How can a CX Ambassador effectively handle a situation where a customer is upset due to a misunderstanding, and turn it into an opportunity to strengthen the customer-company relationship through empathy and clear communication?

A CX Ambassador can effectively handle a situation where a customer is upset due to a misunderstanding by first acknowledging the customer's feelings and apologizing for any confusion. They can then clarify the situation by actively listening to the customer's concerns and providing clear and transparent explanations. By demonstrating empathy and understanding towards the customer's perspective, the CX Ambassador can build trust and rapport, ultimately turning the misunderstanding into an opportunity to strengthen the customer-company relationship.