How can CX Ambassadors effectively handle situations where customers are expressing anger or frustration, while still maintaining a high level of emotional intelligence and adaptability to ensure a positive resolution?

CX Ambassadors can effectively handle situations where customers are expressing anger or frustration by actively listening to the customer's concerns, acknowledging their emotions, and showing empathy towards their frustrations. They should remain calm and composed, avoid taking the customer's anger personally, and focus on finding a solution to address the customer's needs. By maintaining a high level of emotional intelligence and adaptability, CX Ambassadors can effectively de-escalate the situation, build rapport with the customer, and work towards a positive resolution that meets the customer's expectations.