How can a CX ambassador effectively handle a situation where a customer is becoming frustrated or upset during the interaction, while still maintaining a positive and memorable experience for the customer?

A CX ambassador can effectively handle a situation where a customer is becoming frustrated or upset by actively listening to the customer's concerns, empathizing with their emotions, and validating their feelings. They should remain calm, patient, and respectful throughout the interaction, and strive to find a solution that addresses the customer's needs and concerns. By demonstrating empathy, understanding, and a genuine desire to help, the CX ambassador can turn a potentially negative experience into a positive and memorable one for the customer.