How can a CX ambassador effectively navigate a situation where a customer is unhappy due to a misunderstanding or miscommunication, rather than a tangible product or service issue?

A CX ambassador can effectively navigate a situation where a customer is unhappy due to a misunderstanding or miscommunication by first actively listening to the customer's concerns and acknowledging their feelings. They should then clarify the situation by asking probing questions to understand where the misunderstanding occurred. Next, the ambassador can offer a sincere apology and work towards finding a resolution that meets the customer's needs and expectations, such as offering a refund, discount, or additional support. Lastly, the ambassador should follow up with the customer to ensure their satisfaction and prevent similar misunderstandings in the future.