How can a CX ambassador maintain a positive rapport with a difficult customer while still enforcing company policies and procedures?

A CX ambassador can maintain a positive rapport with a difficult customer by actively listening to their concerns, empathizing with their situation, and remaining calm and professional throughout the interaction. They can enforce company policies and procedures by clearly explaining the reasons behind them, offering alternative solutions when possible, and seeking approval from a supervisor if necessary to make exceptions without compromising the company's standards. It is important for the CX ambassador to prioritize customer satisfaction while also upholding the values and guidelines set by the company.