How can a CX ambassador navigate the fine line between providing exceptional customer service and enforcing company policies when faced with challenging customer situations, in order to ensure a positive outcome for both parties?

A CX ambassador can navigate this fine line by first understanding and empathizing with the customer's perspective to build rapport and trust. They can then clearly communicate company policies in a respectful and understanding manner, while also being flexible and open to finding creative solutions that meet both the customer's needs and the company's requirements. By actively listening, remaining calm, and focusing on problem-solving rather than blame, a CX ambassador can effectively navigate challenging customer situations to achieve a positive outcome for both parties.