How can a CX ambassador effectively handle customers who are upset due to a misunderstanding or miscommunication, and transform their negative experience into a positive one by proactively addressing the issue and providing clear and accurate information with empathy and understanding?

A CX ambassador can effectively handle upset customers by actively listening to their concerns, acknowledging their feelings, and apologizing for any misunderstanding. They should then clarify the situation by providing accurate information and offering a solution to address the issue. By demonstrating empathy and understanding, the ambassador can show the customer that their concerns are valued and work towards transforming their negative experience into a positive one. This proactive approach can help rebuild trust and strengthen the customer relationship.