How can a CX ambassador effectively handle a situation where a customer is upset due to a mistake made by the company, and turn it into an opportunity to strengthen the customer relationship through effective communication and problem-solving skills?

A CX ambassador can effectively handle a situation where a customer is upset by acknowledging the mistake made by the company and expressing genuine empathy for the customer's frustration. They should actively listen to the customer's concerns, validate their feelings, and take ownership of the issue. By demonstrating transparency, offering a sincere apology, and providing a timely resolution, the CX ambassador can show the customer that their satisfaction is a top priority and turn a negative experience into an opportunity to strengthen the customer relationship.