How can a CX ambassador effectively handle a difficult customer interaction that has already escalated?

A CX ambassador can effectively handle a difficult customer interaction that has escalated by remaining calm and empathetic, actively listening to the customer's concerns, and acknowledging their feelings. They should work towards finding a solution that addresses the customer's needs while maintaining professionalism and offering options for resolution. It is important for the ambassador to follow company policies and procedures, escalate the issue to a supervisor if necessary, and follow up with the customer to ensure their satisfaction.