How can a CX ambassador ensure that they are effectively managing customer expectations while still providing exceptional service and support during a negative interaction?

A CX ambassador can effectively manage customer expectations during a negative interaction by actively listening to the customer's concerns, acknowledging their feelings, and setting realistic timelines for resolution. They should communicate clearly and transparently about the steps being taken to address the issue and provide regular updates on progress. By demonstrating empathy, understanding, and a commitment to resolving the issue, the CX ambassador can maintain trust and provide exceptional service even in challenging situations.