How can a CX ambassador effectively navigate a situation where a customer is demanding a refund for a product or service that does not meet their expectations, while ensuring the customer feels heard and valued throughout the resolution process?

A CX ambassador can effectively navigate this situation by actively listening to the customer's concerns, empathizing with their dissatisfaction, and acknowledging their feelings. They should communicate clearly and transparently about the refund process, ensuring the customer understands the steps involved. Throughout the resolution process, the CX ambassador should maintain a positive and professional attitude, demonstrating a commitment to finding a satisfactory solution for the customer while ensuring they feel valued and respected.