How can CX ambassadors effectively handle situations where customers are upset or frustrated, while still maintaining a positive and professional demeanor to ensure a positive customer experience?

CX ambassadors can effectively handle upset or frustrated customers by actively listening to their concerns, empathizing with their emotions, and acknowledging their feelings. They should remain calm and composed, avoid taking things personally, and focus on finding a solution to the problem at hand. By demonstrating genuine care and understanding, CX ambassadors can help de-escalate the situation and turn a negative experience into a positive one, ultimately leaving the customer feeling valued and satisfied.