How can a CX ambassador effectively handle a situation where a customer is upset due to a mistake made by the company, and what steps can they take to repair the customer's trust and loyalty in the brand?

A CX ambassador can effectively handle a situation where a customer is upset due to a mistake made by the company by first acknowledging the mistake and apologizing sincerely. They should listen actively to the customer's concerns and empathize with their frustration. To repair the customer's trust and loyalty in the brand, the ambassador can offer a solution or compensation to make things right, follow up with the customer to ensure their satisfaction, and take steps to prevent similar mistakes from happening in the future.