How can CX Ambassadors navigate difficult conversations with customers who are upset or frustrated, while ensuring they remain calm, professional, and focused on finding a resolution?

CX Ambassadors can navigate difficult conversations with upset customers by actively listening to their concerns, acknowledging their emotions, and showing empathy. They should remain calm and composed, refraining from taking things personally or becoming defensive. It is important for CX Ambassadors to focus on finding a resolution by asking probing questions, offering solutions, and following up to ensure the customer's issue is fully resolved. Additionally, they can use positive language, maintain a positive attitude, and demonstrate a willingness to help in order to diffuse the situation and turn a negative experience into a positive one.