How can a CX ambassador effectively handle a situation where a customer is upset about a product or service issue that is out of the company's control, such as a supplier delay or natural disaster, in order to maintain a positive customer experience?

A CX ambassador can effectively handle the situation by acknowledging the customer's frustration and empathizing with their concerns. They should communicate transparently about the issue, providing updates and realistic timelines for resolution. Offering alternative solutions, such as a refund or exchange, can also help maintain a positive customer experience despite the circumstances outside of the company's control. Additionally, following up with the customer after the issue is resolved to ensure their satisfaction can further strengthen the relationship.