How can a CX ambassador effectively handle a situation where a customer is upset due to a misunderstanding or miscommunication, while still maintaining a positive rapport and resolving the issue to the customer's satisfaction?

A CX ambassador can effectively handle a situation where a customer is upset due to a misunderstanding or miscommunication by actively listening to the customer's concerns, empathizing with their frustration, and apologizing for any confusion. They should clarify the situation by asking probing questions to understand the root cause of the issue and then provide a clear explanation or solution to address the customer's needs. By demonstrating patience, understanding, and a willingness to rectify the situation, the CX ambassador can maintain a positive rapport with the customer and ensure the issue is resolved to their satisfaction.