How can a CX ambassador effectively handle a situation where a customer is being unreasonable or hostile, while still providing exceptional service and representing the company in a positive light?

A CX ambassador can effectively handle a situation where a customer is being unreasonable or hostile by remaining calm, empathetic, and professional. They should actively listen to the customer's concerns, acknowledge their feelings, and work towards finding a solution that meets both the customer's needs and company policies. It is important for the CX ambassador to maintain a positive attitude, avoid taking the customer's behavior personally, and focus on de-escalating the situation to ensure a positive experience for the customer and uphold the company's reputation.