How can a CX ambassador effectively handle a situation where a customer is upset due to a mistake made by the company, while also ensuring that the customer feels heard and valued throughout the resolution process?

A CX ambassador can effectively handle a situation where a customer is upset by acknowledging the mistake made by the company and taking responsibility for it. They should actively listen to the customer's concerns, empathize with their emotions, and apologize sincerely. The ambassador should work towards finding a solution that addresses the customer's needs and concerns, keeping them informed throughout the resolution process to ensure they feel valued and respected. Additionally, following up with the customer after the issue has been resolved to ensure their satisfaction can help reinforce their value to the company.