How can CX Ambassadors effectively handle difficult customers who are resistant to resolution, and what strategies can they employ to de-escalate tense situations and maintain a positive customer experience?

CX Ambassadors can effectively handle difficult customers who are resistant to resolution by actively listening to their concerns, acknowledging their frustrations, and remaining calm and empathetic throughout the interaction. They can employ strategies such as offering alternative solutions, escalating the issue to a supervisor if necessary, and setting clear expectations for next steps to help de-escalate tense situations. By maintaining a positive attitude, showing genuine concern for the customer's satisfaction, and following up to ensure the issue is resolved, CX Ambassadors can help turn a negative experience into a positive one for the customer.