How can CX ambassadors navigate situations where a customer is unhappy with a product or service, while still upholding the company's policies and procedures, to ensure customer satisfaction?

CX ambassadors can navigate situations where a customer is unhappy by actively listening to the customer's concerns and empathizing with their experience. They can then communicate the company's policies and procedures in a clear and transparent manner to manage expectations. By offering solutions or alternatives that align with company guidelines, CX ambassadors can work towards resolving the issue while maintaining customer satisfaction. It is important for ambassadors to follow up with the customer to ensure that the resolution was effective and to gather feedback for future improvements.