How can a CX ambassador effectively navigate a situation where a customer is unhappy with a product or service, while still maintaining a positive rapport and working towards a solution that satisfies the customer's needs?

A CX ambassador can effectively navigate a situation where a customer is unhappy by actively listening to the customer's concerns, empathizing with their frustrations, and acknowledging their feelings. They should remain calm and professional, offering solutions or alternatives to address the customer's needs. By demonstrating understanding and a willingness to help, the CX ambassador can work towards finding a resolution that satisfies the customer and strengthens the rapport between the customer and the company.