How can CX ambassadors leverage their emotional intelligence and active listening skills to de-escalate tense situations and turn them into positive customer experiences?

CX ambassadors can leverage their emotional intelligence by staying calm and composed in tense situations, allowing them to empathize with the customer's emotions and understand their perspective. Active listening skills enable CX ambassadors to truly hear and acknowledge the customer's concerns, showing that they are valued and respected. By using emotional intelligence and active listening, CX ambassadors can effectively de-escalate tense situations by diffusing emotions, finding common ground, and working towards a mutually beneficial solution, ultimately turning the interaction into a positive customer experience.