How can a CX ambassador effectively navigate and de-escalate a difficult customer interaction in real-time to ensure a positive outcome?

A CX ambassador can effectively navigate and de-escalate a difficult customer interaction by actively listening to the customer's concerns, empathizing with their frustrations, and remaining calm and composed throughout the interaction. They should acknowledge the customer's feelings, take ownership of the issue, and offer a solution that meets the customer's needs. By demonstrating understanding and a willingness to help, the CX ambassador can turn a negative experience into a positive one and ensure a satisfactory outcome for the customer.