How can a CX ambassador navigate a situation where a customer is upset due to a misunderstanding or miscommunication, while still ensuring their needs are met and leaving them with a positive impression of the company?

A CX ambassador can navigate a situation where a customer is upset due to a misunderstanding or miscommunication by actively listening to the customer's concerns, empathizing with their frustration, and apologizing for the confusion. They should clarify the situation by asking open-ended questions to understand the root cause of the issue and then offer a solution that addresses the customer's needs. By demonstrating genuine concern, taking ownership of the problem, and following up to ensure the customer is satisfied, the CX ambassador can leave the customer with a positive impression of the company.