How can a CX ambassador effectively handle a situation where a customer is upset due to a mistake made by the company, and ensure that the customer receives a satisfactory resolution while also restoring their trust and loyalty in the brand?

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 listen to the customer's concerns, empathize with their frustration, and offer a genuine apology. The ambassador can then work to provide a satisfactory resolution by offering a solution that meets the customer's needs and expectations. Finally, they should follow up with the customer to ensure their satisfaction, show appreciation for their feedback, and take steps to prevent similar mistakes in the future to restore trust and loyalty in the brand.