How can a CX ambassador handle a situation where a customer is being unreasonable or difficult, while still maintaining a positive and professional demeanor?

A CX ambassador can handle a difficult customer by actively listening to their concerns, showing empathy, and attempting to understand their perspective. It is important to remain calm, patient, and respectful, even if the customer becomes hostile. The ambassador can offer solutions or alternatives to address the customer's concerns and work towards a resolution that satisfies both parties. It is crucial to follow company policies and guidelines while also prioritizing the customer's needs and experience.