How can a CX ambassador effectively handle a situation where a customer is becoming frustrated or angry, while still ensuring a positive resolution and maintaining professionalism?

A CX ambassador can effectively handle a frustrated or angry customer by actively listening to their concerns, empathizing with their emotions, and acknowledging their feelings. They should remain calm, patient, and respectful throughout the interaction, avoiding taking the customer's frustration personally. By offering solutions, apologizing for any inconvenience, and following up to ensure the issue is resolved to the customer's satisfaction, the CX ambassador can turn a negative experience into a positive one, showcasing professionalism and dedication to customer service.