How can a CX ambassador navigate a situation where a customer is unhappy due to a mistake made by the company, and ensure that the customer feels valued and respected throughout the resolution process?

A CX ambassador can navigate this situation by first acknowledging the mistake made by the company and taking responsibility for it. They should listen actively to the customer's concerns and show empathy towards their feelings. The ambassador should work towards finding a solution that addresses the customer's needs and preferences, keeping them informed and involved throughout the resolution process. By demonstrating transparency, accountability, and a genuine commitment to making things right, the ambassador can help the customer feel valued and respected, ultimately rebuilding trust and loyalty.